Historical Data SLA Manual Calculations

mdshahvez11
Tera Contributor

‎06-25-2025 05:23 AM

Hello Everyone,

I’m currently working on a data migration activity where we need to calculate SLA/OLA manually, rather than creating SLA definitions.

I have a few queries regarding this process:

  1. Where should we store the SLA breach status manually?
    For example, if a record is within SLA, within relaxed time, or breached — should this be tracked using custom fields on the record?

  2. What calculations are required to determine SLA/OLA status?
    Are we simply subtracting the created time from the resolved time and comparing it with the threshold and relaxed durations?

  3. What is the difference between threshold time and relaxed time in SLA/OLA context?
    How are both of these used to evaluate if the SLA is met or breached?

Appreciate your guidance on the above so I can proceed with implementing the logic correctly.

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abirakundu23
Mega Sage

‎07-01-2025 11:10 PM

Hi @mdshahvez11 ,

Please check answer it may be help for you.

  1. Where should we store the SLA breach status manually?


    For example, if a record is within SLA, within relaxed time, or breached — should this be tracked using custom fields on the record?

    Yes, you should track SLA/OLA status using custom fields on the record. Depending on your ServiceNow system, as example Custom Fields in below:
    SLA Status (e.g., Within SLA, Within Relaxed Time, Breached)

    SLA Breach Time (timestamp when breach occurred, if applicable)

    SLA Threshold (mins) (the agreed SLA time)

  2. What calculations are required to determine SLA/OLA status?

    Are we simply subtracting the created time from the resolved time and comparing it with the threshold and relaxed durations?

         Yes, basic Calculation needed for that.
         Resolution Time = Resolved Time - Created Time

         Compare Resolution Time against:

         SLA Threshold

         Relaxed Time (optional)

         

     3.What is the difference between threshold time and relaxed time in SLA/OLA context?

 

      Threshold Time (SLA) - The formal commitment time in which the task or incident should be resolved.

      Breaching  this may have contractual or reporting consequences.
      Relaxed Time (OLA or Buffer) - An extended grace period beyond the SLA threshold. It's often used internally              tracking or prioritizing but may not have contractual implications.

 

Please mark helpful and accept answer if it's worthy for you.

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