Automatic SLA

[vidishaagarwal5]

Hi All,

How can we automatically calculate SLA duration based on the affected CI selected on the incident form?

Any suggestion, Script ??

[M Iftikhar · Accepted solution]

Hi @vidishaagarwal5,

You can also refer to this discussion where a similar issue was addressed:

Solved: SLA Calculation - ServiceNow Community

If my response helped, please mark it as the accepted solution so others can benefit as well.

[M Iftikhar · Accepted solution]

Hi @vidishaagarwal5,

You can also refer to this discussion where a similar issue was addressed:

Solved: SLA Calculation - ServiceNow Community

If my response helped, please mark it as the accepted solution so others can benefit as well.

[Ravi Gaurav · Accepted solution]

Hi @vidishaagarwal5 

As Suggested by @M Iftikhar check the Article : https://www.servicenow.com/community/developer-forum/sla-calculation/m-p/2675083
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When it comes to Script use Business Rule :-

Script Example:

Table: incident
When: before insert / before update

(function executeRule(current, previous /*null when async*/) { // Get the affected CI var ci = current.cmdb_ci; if (ci) { var ciGR = new GlideRecord('cmdb_ci'); if (ciGR.get(ci)) { var slaHours = ciGR.u_sla_duration_hours || 8; // Default 8 hours if blank var gdt = new GlideDateTime(); gdt.addSeconds(slaHours * 3600); current.u_due_date = gdt; // Update your custom SLA due date field gs.info('SLA Duration set to ' + slaHours + ' hours for CI: ' + ciGR.name); } } })(current, previous);

[vidishaagarwal5]

Thanks @M Iftikhar  and @Ravi Gaurav  this helps