After upgrading our instance to the Zurich release, we noticed SLAs are not triggering automati

[dferreyra]

Hello community,

After upgrading our instance to the Zurich release, we noticed that SLAs are not triggering automatically on the Incident table, even though all trigger conditions are still valid and unchanged.

We’ve already verified:

SLA Definitions are active and conditions are correct.
The SLA Conditions Evaluation Business Rule is active.
The incidents meet the defined Start and Stop conditions.
However, no new records are being created in task_sla

[Dr Atul G- LNG]

Try repairing the SLA plugin.
If the issue still persists, it’s better to log a ServiceNow support case, as it appears to be an upgrade-related issue.

:

[Dr Atul G- LNG]

Did you check my answer @dferreyra  I also suggested same.

[AndersBGS · Accepted solution]

Hi @dferreyra ,

Don't mind creating a case - we have already been there. Instead, read this KB Knowledge Article View - Now Support Portal

[dferreyra]

Thanks a lot! The solution provided in the Knowledge Article worked perfectly — SLAs are now triggering as expected after the Zurich upgrade.
I’ve marked your answer as the accepted solution and gave it a thumbs up. Appreciate the help!