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

dferreyra · 4 hours ago

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 · 3 hours ago

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.

:

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Dr. Atul G. - Learn N Grow Together
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AndersBGS · 2 hours ago

Hi @dferreyra ,

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

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

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/