Reactivate escalation engine

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Escalation engine is replaced with 2011 SLA Engine.

    Before you begin

    Role required: admin

    About this task

    ServiceNow Express used the legacy Escalation Engine to process SLAs. If for any reason a customer who has upgraded from ServiceNow Express to ServiceNow Enterprise wants to reactivate the Escalation engine, they can follow the steps below.

    Procedure

    1. Navigate to sys_properties.list.
    2. Update the property com.snc.sla.run_old_sla_engine to true.
      Note:

      ServiceNow recommends using the 2011 SLA Engine.