CSM Case SLA – Why only Resolution SLA is attached, not Response SLA?

[srisravyavv]

Hello Community,

In CSM, when I create a case (either from the portal or directly in a PDI), I notice that only the Resolution SLA is attached to the case. The Response SLA is not getting added.

My question is:

• Why is only the Resolution SLA attached by default?

• Shouldn’t the Response SLA also be applied when SLAs are configured?

• In the SLA definitions related list, is there a way to ensure both Response and Resolution SLAs are attached to the case?

Any guidance or best practices would be appreciated.

I really appreciate any help you can provide.

[Bhavya11]

Hi @srisravyavv ,

In ServiceNow SLA wont attached just because SLA exists it entirely on  SLA Definition Condition. So please check the existing SLA in system.

1. Why is only the Resolution SLA attached by default?  -> ServiceNow attaches SLAs strictly based on whether a ticket matches the Start Condition defined in the specific SLA Definition. If only the Resolution SLA attached, it means the case met the criteria for the Resolution SLA, but failed to meet the criteria for the Response SLA.

2.  Shouldn’t the Response SLA also be applied when SLAs are configured?  -> Not automatically. In ServiceNow, Response and Resolution SLAs are completely independent records. The platform does not group them together by default; each evaluates its own set of Start, Pause, Stop, and Reset conditions independently.

3. In the SLA definitions related list, is there a way to ensure both Response and Resolution SLAs are attached to the case?  you cannot see both Response and Resolution on single SLA definition but if you open any specific SLA definition  you can add 'TASK SLA(s)' related list from that you can see what are different type of task attached to that SLA for example if you open 'Priority 3 resolution (1 day)' then you added the related list than you can  tasks were attached by that particular SLA