SLA Definition in Dev instance working but not in Test instance

Shayla Luster · ‎02-28-2024

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.

Aman Kumar S · ‎02-28-2024

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

Best Regards
Aman Kumar

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Shayla Luster · ‎02-29-2024

Actually it was the dot walked field for business criticality that wasn't matching. Thank you. It works now.

shyamkumar VK · ‎02-28-2024

@Shayla Luster , Validate Below Points on your Test

1. Validate if your latest updates from DEV are deployed to Test

2. SLA is Active in TEST

3. Compare the Conditions against DEV(Working Case) &Reverify

Regards,

Shyamkumar

Please mark this as helpful and accept as a solution if this resolves your Ask.
Regards,

Shyamkumar