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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Reactivate escalation engine

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.

Parent Topic:Service Level Agreement (Legacy) engines