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

[inthumathimyils]

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 !!

[tony_barratt]

Hi Inthumathi,

From the screenshots it seems that your Instance is Express rather than Enterprise.

https://community.servicenow.com/ is mostly focussed on Enterprise.

There are a couple of blogs on the Express forum which explains in some detail how SLA's are calculated in Express

Understanding SLA measurements in Express

Blog

Take a look at the Start and Pause conditions in the first blog - I suspect they are not set up correctly.

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[inthumathimyils]

Hi Barratt,

Kindly advice, how to raise Incident regarding this to Serivenow Support team.

I cannot create new account in Servicenow HI Service portal.

Immediate actions very much appreciated, thanks !

Inthu

[tony_barratt]

Hi Inthumathi,

The Company that owns the instance will have an employee defined who is their Hi Administrator.

This Hi Administrator will be able to create a new account for you or to raise an incident on your behalf.

Is that a way forward for you?

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