In ServiceNow Express, SLA calculations do not occur on insertion of a new Service Catalog Request, but only on update.

Steps to Reproduce 

  1. Log in to a demo Express instance (Geneva or Helsinki).

  2. Create an SLA on the sc_request table.

  3. Create a new Request.

  4. Check the SLA Due field.

    Note that the SLA Due field is empty.



Create a business rule on the Request table that sets Work Start = Created on insert. For more information, see

This problem has been identified as a possible future enhancement. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.

Related Problem: PRB642491

Seen In

Fuji Patch 4 Hot Fix 1

Associated Community Threads

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Article Information

Last Updated:2016-12-15 11:26:17