SLAs are not getting attached to incidents in production

[PriyanshuVerma1]

We have created new sla definitions which are working fine in sub-prod instances but not in productions, we move the slas today.

I followed all the trouble-shooting articles regarding this provided by servicenow but nothings seems to fix it. My start and stop condition are different too,.

Can anyone guide me here

[Riya Verma]

Hi @PriyanshuVerma1 ,

Hope you are doing great.

1. Verify that the start condition accurately identifies the criteria for triggering the SLA, while the stop condition appropriately determines when the SLA should stop.

2. Review any related scripts or conditions associated with these start and stop conditions to confirm their correctness.

3.ensure that the necessary tables and fields referenced in the SLA definitions exist and have the correct configurations in the production instance. It's possible that some customizations or dependencies were missed during the migration process, leading to the SLAs not working as expected

4. 

[Saurav11 · Accepted solution]

Hello,

There can be various reason for it however without looking at you instance it is not possible to tell why it maybe happening. I would suggest if the issue has cause escalation just create a HI support ticket as they will be able to help much faster as they cab access your instance.

Please mark my answer as correct based on Impact.

[AndersBGS]

HI @PriyanshuVerma1 ,

What do you mean by "My start and stop condition are different too,.". Are they different according to your sub-prod instance? 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[PriyanshuVerma1]

Thankyou for replying all, it was intermittent issue. Servicenow support also didn't found anything that could cause this, anyways it got fixed on it's own