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

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dferreyra
Tera Contributor

3 weeks 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

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AndersBGS
Tera Patron
Tera Patron

3 weeks 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/

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AndersBGS
Tera Patron
Tera Patron
In response to dferreyra

3 weeks ago

Hi @dferreyra ,

 

No problem - As stated, we just encountered the same when upgrade to Zurich, then we created a case and was provided the solution from ServiceNow. So when I saw your post I thought that there were no reason for you to go through all the same 🙂

 

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/

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