Hello Everyone,
I have recently migrated data from Jira to ServiceNow, during which I calculated the resolution time in hours.
Now, I need to perform manual SLA calculation for each case record. Specifically, I need to create a task_sla record for each case. Based on the relaxed time or threshold provided by the client, I need to compare it with the calculated resolution time.
If the resolution time exceeds the client-defined threshold, the has_breached field of the task_sla record should be marked as true; otherwise, it should be false.
For this, I’ve built a flow that looks up the Case table. If the priority and request type match the SLA/OLA conditions, a record is created in the task_sla table.
However, I’m not getting the correct has_breached status even after this setup.
I’m attaching the flow diagram and a sample SLA definition I used for reference.
Definitions :
Flow :
Can anyone help me out to figure out what am I doing wrong or how it should be done.
