Create SLA for an Individual Catalog item on RITM variables

vivek72 · ‎03-13-2024

Hi,

I have a requirement for creating 2 SLA on 1 catalog item using it's 2 variables i.e. Start Date and End Date.

2 SLA's should trigger when SCTASK is generated from this item :

1. 1st SLA is met if task creation date is 5 business days before start date.

2. 2nd SLA is met if task completion date is before end date.

Please let me know if this is possible to configure, these 2 SLA's should trigger only for 1 item .

Dr Atul G- LNG · ‎03-13-2024

Hi @vivek72

SLA 1 : Start is when Task created and stop is when task closed. Met if task created before 5 days of start date, miss if task not create before 5 days and it's within 5 days of start date .

Atul: Agree there is no start / stop condition. When you say Met , how we can define in SLA duration?

So you need to it manually. Means you need to create report and need to do manual calculation.

SLA2 : Start is when Task created is before 5 days of start date(RITM variable) and stop is when task is closed.

it will be a met if task is closed before end date(RITM Variable) , else it will be a miss.

Atul: As above.

I think it is not a feasible case, as

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Dr. Atul G. - Learn N Grow Together
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vivek72 · ‎03-13-2024

Hi @Dr Atul G- LNG ,

ok, thanks .

Got your point, will try to create this report manually.

Thanks,

Vivek

Dr Atul G- LNG · ‎03-14-2024

Hi @vivek72

Please accept the answer and close the thread mate.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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vivek72 · ‎03-14-2024

Hi @Dr Atul G- LNG ,

Just 1 last question, suppose if I create above 2 regular reports using Script Include way, can I put them somehow in a formula so it can give me a % of total tasks and tasks where SLA2 conditions met?

Like (SLA2/SLA1)*100

Dr Atul G- LNG · ‎03-14-2024

Hi @vivek72

I am not sure about formula, i think we can do but i never tried.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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