We've updated the ServiceNow Community Code of Conduct, adding guidelines around AI usage, professionalism, and content violations. Read more

Defining when Response & Resolution SLA start

krwlng
Mega Explorer

‎12-06-2023 10:57 PM

Hi Team

 

I am trying to configure SnoW in such a way that SLA only starts when a technician/engineer is assigned to the case.

The current setup is that SLA clocks start the moment a case is raised.

Can I confine it in such a way that the SLAs only start when a technician is assigned to the case?

0 Helpfuls
  • 450 Views
1 REPLY 1

Dr Atul G- LNG
Tera Patron

‎12-07-2023 08:23 AM

Hi @krwlng 

 

It is do able,

Need to make the changes in Resolution SLA, where condition will be

LearnNGrowAtul_0-1701966188282.png

 

*************************************************************************************************************
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/dratulgrover [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls