Unable to create SLA definition for Security Request (sn_si_request) table

[Mike322]

Hi all,

Due to this thread not being able to resolve my problem, I was advised to create a new thread entirely. 
So if it helps, here it is.

The problem:

I'm in the Security Incident Response scope trying to create an SLA (OLA actually) definition for the 'sn_si_task' table. Yet this doesn't seem to be possible in the standard way as the form appears to be empty.

I've seen this happen at the client's instance but also in a clean activation of the SIR plugin on a clean PDI.

Steps to reproduce:

1) Have the Security Incident Response application installed;

2) Set the 'Security Incident Response' as the current scope;

3) In the navigator, type in: SLA definitions;

4) Click the 'New' button.

The result I get:

Trying a workaround:

Open up an existing SLA Definition (for example the OOTB 'SIR High Risk' SLA definition) and adjusting the fields. After inserting the record and staying on the form, all fields seem to get 'hidden' somehow. I can try and access the saved record again from the URL but all that shows up is an empty form. It's also not visible anymore in the SLA definitions listview either. When I create a background script to look for the record, I can still find it (all fields intact even). It's just gone in every other view.

@Allen Andreas Is this enough info for you to work with or do you need additional information?

@Anybody else: Have you had the same problem like this before and how did you resolve it?

Kind regards,

Mike

[dmathur09]

Hi Mike,

I have found the solution to this. For creating the SLA, navigate to the Setup assistance of Security Incident Response module and go to Set Up Service Level Agreement.

From there create a new Sla in the SIR scope. Refer below screenshot.

Let me know in case you have any further queries

If you think my response is helpful for you? If yes, mark it as correct answer and close the loop so that it would help future readers as well.

Regards,
Deepankar Mathur

[Mike322]

Hey Deepankar,

Thank you for your reply. I can use this method to create SLA definitions for the Security Incident table. But not the Security Incident Response Task table (sn_si_task). It will behave as what I described at the workaround:

I save the record but it's then hidden from the listview. I can't access the record anymore.

I didn't have a problem with the Security Incidents but alas when creating SLA definitions for the Response tasks.

Kind regards,

Mike

[dmathur09]

Hi Mike,

I am able to replicate the issue in my PDI. I would suggest to raise an HI ticket for this solution.

Regards,

Deepankar Mathur

[Chris McDevitt]

Ok... found it! I did have to ask for help.... which lead me to:

https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=3e04bc0ddb40b4d0b55f0b55ca961983

and

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547219

Which lead me to this SLA:

https://<yourinstance>.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=7e97c663ff123100158bffffffffff6a

I modified it to add sn_si_task just for testing, but you probably want to make a new SLA based on this one.