SLA Definition in Dev instance working but not in Test instance

[Shayla Luster]

Hi, I have created SLA definitions in dev instance and it is working properly when creating a ticket but when I test in the test instance, I create a ticket and the SLA definitions aren't populating. All conditions are inserted and met on both instances.  Does anyone know what could be the issue and how to fix? This is first time creating SLA definitions so all assistance is welcome. 

[Tony Chatfield1]

Hi, unfortunately your post doesn't contain detail that assists much in diagnostics.
OOB if an SLA's stop or cancel conditions are met at start, then the SLA will not be attached to the task and this could be your issue. Other possible causes are the reference data\records being different in each instance, IE is your CI configured same? is it the same record - does it have the same sys_id).

[Harish KM]

Hi @Shayla Luster Have you verified your SLA conditions and definitions present in test instance as is in DEV?

[Shayla Luster]

Hi, yes, tested it as P4 with business criticality as not critical. Tried changing from CI.Application Service.Business Criticality to Service.Application Service.Buisness Criticality and still no task SLA populating with all matching conditions. 

[Aman Kumar S · Accepted solution]

Hi @Shayla Luster

You need to ensure that your SLAs have been migrated to TEST instance from DEV.

Also, you are validating also dot walked fields on configuration item field, make sure that your conditions matches with records in dev and test