In a domained instance SLAs do not attach to a task even though it matches with both the domain and start condition of active SLA Definitions - Known Error

In a domained instance SLAs do not attach to a task even though it matches with both the domain and start condition of active SLA Definitions Description Even though there are active SLA Definitions for a specific domain, creating a task in this domain does not attach any SLAs even though the task matches the start conditions of one or more SLA definitions

Steps to Reproduce

1. On any OOB San Diego release install the "Domain Support - Domain Extensions Installer [com.glide.domain.msp_extensions.installer]" plugin including demo data 2. Go to module SLA Definitions, add column "Active" to the list and then use list editing to deactivate all SLA Definitions except for "Priority 1 resolution (1 hour)" (this will require temporarily changing the application scope to "Service Level Management - ATF" in order to updated the 2 SLA Definitions that belong to this application) 3. Change your session domain to "TOP/ACME" 5. Create a new Incident with caller as "ACME ITIL" and impact and urgency set to 1 6. Open the new Incident and confirm that a "Priority 1 resolution (1 hour)" record is shown in the Task SLAs related list 7. Go to the SLA Definitions module and open the record named "Priority 1 resolution (1 hour)" 8. Change the duration field from 1 hour to 2 hours and save the record (the info message "A new 'SLA Definition' has been inserted to override 'Priority 1 resolution (1 hour)' for domain 'TOP/ACME'" will be shown) 9. Create another new Incident with caller as "ACME ITIL" and impact and urgency set to 1

Expected: viewing the Incident should show a "Priority 1 resolution (1 hour)" record in the Task SLAs related list Actual: no Task SLAs exist for the Incident

Workaround This issue will only occur when there are SLA Definitions defined in a domain that override an SLA Definition in a higher domain. In this scenario, the query used to populate a cache that indicates for each table + domain combination whether any active SLA definitions exist may incorrectly return a result of no records found.

The workaround is to import the attached XML file ("sys_script_include_a62b8ec0cb200300dff9b9c0c24c9ccd.xml") which provides an updated version of script include SLACacheManager . NOTE: the import of this file must be performed by ServiceNow support as this script include is marked as read only