Issue
Two Response SLAs did not attach to any Incident. But as per SLA definition of given SLAs they should get attached.
Cause
SLA Definition : SLA 1
Start Conditions ( All of these conditions must be met ) :
-----------------
State is New
Priority is Priority 3
Assignment Group is GROUPISD
Caller.location is empty
Location is not Digital
---------------
Stop Conditions:
-------------------
State is one of
- Assigned
- Work in progress
- Awaiting User info
- Awaiting 3rd party
- Awaiting Change
- Resolved
- Closed
OR
Assignment Group is GROUPISD
Assignment Group is not empty
----------------------------
SLA Definition : SLA 2
Start Conditions ( All of these conditions must be met ) :
-----------------
State is New
Priority is Priority 4
Assignment Group is GROUPISD
Caller.location is empty
Location is not Digital
---------------
Stop Conditions:
-------------------
State is one of
- Assigned
- Work in progress
- Awaiting User info
- Awaiting 3rd party
- Awaiting Change
- Resolved
- Closed
OR
Assignment Group is GROUPISD
Assignment Group is not empty
----------------------------
The Start condition is a subset of the Stop condition e.g
- Assignment Group is GROUPISD
- Assignment Group is not empty
For this reason, the Stop condition will always match when the Start condition matches and the SLA will never attach
Resolution
The SLAs did not attach because some of the Start Conditions match the Stop conditions.
In this Case, the Stop condition will always match when the Start condition matches and the SLA will never attach
Please refer to the documentation for details:
https://docs.servicenow.com/csh?topicname=c_SLAConditions.html&version=latest
Section on "SLA condition evaluation"
