SLA is not attaching to the incident

[Chaithu3]

Hello Experts,

We have integrated Slack to ServiceNow, whenever a post is created in a slack channel it would create a incident in ServiceNow.

However, The SLA is attaching to all incident tickets except Slack incidents.

The incident channel is creating as Instant Message when incident is getting created from Slack.

So we have created a new SLA with conditions as 

Active = True

Priority = p4 (Always creates with P4 only)

Channel = Instant message

Still it is not attaching the SLA.

Please help with the solution ASAP.

Looping @Ankur Bawiskar , @Chuck Tomasi .

Attaching the screenshots of SLA and incident below.

[Sumanth16]

Hi @Chaithu3 ,

Servicenow SLA execution order is:

1. It will check the stop condition first and the next pause condition and then it will check the start condition.

Your SLA stop condition might be assigned to not empty, which will execute first, and sla won't get attached
for the above issue, you can use the below workaround solution by adding a pause condition.

Pause condition:
"Assigned to " is "not empty"
"Updates" is "0"

Stop condition:
"Assigned to " is "not empty"
"Updates" greater than "0"

Please update the condition and try to create the incident and check whether SLA is attached or not.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0783659

Accept as solution/Hit Like if the solution works for you.

Thanks & Regards,

Sumanth Meda

[Chaithu3]

Hi @Sumanth16 ,

I have tried your above solution, But it is not attached to the incident.
Please find the screenshots below :

Response SLA :

Start :

Pause :

Stop :

Resolution SLA :

Start :

Pause :

Stop :

Please let me know if i need to make any changes.

Thanks in advance.

[AshishKM]

Hi, 

Please confirm ..SLA are creating in task_sla table but not attached ( mapped ) with associated Incident, Is that the case here. 

Or SLA not created at all. If that is the case then Start condition has some issue. 

Based on Start condition, validate any such incident and all below 4 item should have same matching values at the time of incident creation, you can verify with any such incident in activity log.

-Thanks,
AshishKM

[Chaithu3]

Hi @AshishKM ,

The SLA should get created in task_sla but its not attached to incident nor created in task_sla table.

Please see the activity when the incident is created, Please let me know if anything needs to be changed.