SLA due time is ahead of creation time, Pls help to solve !

inthumathimyils
Kilo Contributor

Hi all,

A Servicenow ticket is opened on 2017-08-22 11:21:53. However SLA due is 2017-08-22 04:00. SLA due time is ahead of creation time. Could you please help to check ? thanks !!

7 REPLIES 7

robpickering
ServiceNow Employee
ServiceNow Employee

Inthumathi, we'll need a bit more information to assist...



I'm assuming this is an Incident.   Can you provide a screen shot of the Form View that includes the:   Opened, Updated, and SLA Due Fields?


Then a quick shot of the SLA Related list on the Incident.


Finally, a shot of the SLA Definition in question, specifically the Start condition.



Thanks!



-Rob


inthumathimyils
Kilo Contributor

Please have a look into the incident.


2017-08-22_151519.png


inthumathimyils
Kilo Contributor

SLA Definitions :



Screenshot005.jpg


inthumathimyils
Kilo Contributor

SLA Condition:



Screenshot003.jpg