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Description

SLA’s it is working fine in the “contract_sla” table. It is correctly showing the breach time for the SLA as well as per the defined schedule.
However in the “task_sla” table in which these are attached to the incident tickets, the breach time not getting calculated even though the schedule is getting populated.

Cause

The issue is caused because Script includes - SLASchedule was customized and it was not containing code to set Schedule correctly.
After reverting this to OOB issue is resolved.

Resolution

Link to Script include - https://<instancename>.service-now.com/sys_script_include.do?sysparm_record_target=sys_script_include&sysparm_record_rows=1&sysparm_record_row=1&sysparm_record_list=sys_idINe754da649f3200008f88ed93ee4bcc45%2C%5EORDERBYname&sys_id=e754da649f3200008f88ed93ee4bcc45&sysparm_nostack=true

Article Information

Last Updated:2019-12-16 06:09:24
Published:2019-12-13