How to change SLA choices?

[Mahesh44]

Hello Everyone,

I need to remap the SLA's..

Present the choices are "Critical, Same Day, 2 Day, 5 days,10 days, 30 days". I need to change it to "P1, P2, P3, P4".

P1 - 4 hours, P2 - 5 days, P3 - 14 days, P4 - 25 days. 

Can I add new choices "P1, P2, P3, P4" to the same field? or do I need to create a new field?

Do I need to create new SLA's or can I modify existing SLA's?

What about the choices available in existing records(Cases)

Thanks & Regards,

Mahesh

[Saurav11]

Hello,

Can you shares some screenshot to assist you better

Thanks.

[shloke04]

Hi,

Couple of things you need to do here to achieve your requirement:

1) The value which you have mentioned looks like the choice of Priority field value.

So I will suggest you that you inactivate those choices and create new Choice as P1, P2 etc. as shown below:

Navigate to the form where Priority is present and then Right click on the field and select Show Choice List as shown below:

Now search for the table on which priority is present like for me I have taken task table as an example:

Now In activate the existing choices which are "Critical, Same Day, 2 Day, 5 days,10 days, 30 days" by making this field highlighted in Red as True as shown below:

Now click on New button and Define your New choice which you want on this field.

Once this step is done, navigate to the module "SLA Definition" as shown below:

Open the existing SLA and you need to modify the existing SLA and just need to select the correct and new value of Priority in all your SLA and no other changes are required for now as per your query mentioned above.

For example:

Similarly choose in other Tab like Stop, Pause condition of SLA.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Mahesh44]

Thanks for your input @shloke04 

The field is custom one "u_sla".

present there are more than 10 lakh and 23k active records with existing choices, If I add new choices how about the old one?

[shloke04 · Accepted solution]

okay. In that case I will suggest do not deactivate the existing choices.

Create a New Field and define your new choice value there in this new field.

Once this is done, create new SLA Definitions as requried. 

I will give the reason to support my answer as well:

Best Practice:

It is not recommended to change the SLA Definition or SLA Schedule for any Task SLAs which are still active.

This is known to cause un-expected behaviour with the SLA Calculations.

the recommendation is:

1. Create a new SLA Definition and also add a Start Condition for Task Creation Date on or after today. (So new Tasks will use the new SLA)
2. For the old SLA Definition then add an extra Start Condition for Task Creation Date before today. (So old Tasks will use the old SLA)
3. A possible naming convention for these SLAs is to have the old SLA as V1 and the new SLA as V2.

These details are officially mentioned by ServiceNow in one of their HI Articles as below:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0869748

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke