SLA is not attaching even though the condition matches

[soumya17]

Hi,

i have two defined sla;s name contains AMS and TMS

when asst group contains AMS->then ams should attach

when asst group changes to TMS ->then ams should pause and TMS should attach.

ALl the conditions i have defined are proper, and when i raise ticket with group for eg: AMS ->AMS sla is attaching and running, but when i change group to TMS->then tms sla is not attaching and AMS sla keeps running instead of pause

But when i click repair SLA related link-> what i expect is working->ams is paused and tms is running..

I have been testing this for long...and only when i click repair SLA-> sla works fyn else no

Can someone help me in fixing this please??

Thanks

[AndersBGS]

Hi @soumya17 ,

Please share snips of both SLA definitions as it will be much easier to help you. both start, stop, pause and reset condition.

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

Best regards

Anders 

[soumya17]

TMS

pause

stop is state is closed

reset is state is canceled
AMS

pause

stop is state is closed

reset is state is canceled

oXya refers-> TMS group

[AndersBGS]

Hi @soumya17 ,

First of all, I can see that you utilize dot-walking in the SLA conditions. Please note that this is not recommend by ServiceNow: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0827004

Secondly, I can see that the pause condition contains below:

Is this correct? That assignment group should not contain "AMS" and should contain "oXya"? If you "just" transfer a ticket to an assignment group named something with "AMS" without "oXya", then as far as I can see, the SLA will continue to run.

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

Best regards

Anders 

[soumya17]

additionally when i repair sla worknotes is adding like task_sla "" removed from task table