Incident SLA Not Attached Created by admin

ysudileti
Tera Contributor

4 hours ago

Hi All,

 

In my Instance few of the incidents Created by admin or guest and integration user. This incident Description looks like kind of reports ex: user not Active in Snow from last 1 week. This incidents doesn't have SLA Attached.

I have checked SLA Definition and not configured anywhere the conditions Not attach any SLA.

 

Could you please us why No SLA attached for Automated incident and how to Attach SLA for this incidents.

Thanks,

Yamini

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2 REPLIES 2

Rafael Batistot
Kilo Patron

3 hours ago

Hi @ysudileti 

 

This might help you 

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2554424

 

If this response was helpful, please mark it as Helpful and, if applicable, as Correct.
This helps other users find accurate and useful information more easily
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No NaME
Mega Guru

an hour ago

Few things to check:

1.Start conditions for the Response/Resolution SLA — such as state, priority, created date/time, etc.
2.Incident creation source — when the incident is logged by an integration user, guest, or admin, what values are populated in the fields used in the SLA’s start conditions at that point?
3.May or may not be applicable - check on the value of timezone source and time zone for that sla on sla definition.
Based on this you will be able to fix the issue

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