Difference between task_sla and sla table?

SB87 · ‎07-05-2023

Is anyone able to explain how the 'sla' table is used in ServiceNow?

I'm aware the [task_sla] table stores Task SLA records for the SLAs attached to particular tasks. A Task SLA record is created when an SLA Definition is triggered against a specific task, and it contains all of the tracking data for that SLA.

I'm also aware the [contract_sla] is used to manage and track Service Level Agreements (SLAs) definitions (SLA definition blueprints) within an organisation. It stores information about contractual agreements between the organisation and its customers or vendors.

But how does the [sla] table fit into this?

Kind regards

SB

AndersBGS · ‎07-06-2023

Hi @SB87 ,

SLA's on Business Services (also referred on the SLA table called agreement) are about commitments that are tied to a service. e.g.: Hosted email, SLA (commitment) 99.99% that Email will be available.

Task SLA's are more about delivery. P1 - P4 hour resolution for that ticket.

Based on the SLA on a Service/Business service, you can then measure the uptime of a single service. To measure the uptime of a service, documentation can be located here: https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-portfolio-m...

So basic, SLA table (agreement table) and task_sla table is two different things. One is tight to delivery, the other is tight to availability.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

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Anders

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View solution in original post

Ravi Chandra_K · ‎07-05-2023

Hello @SB87

Greetings!

The SLA definitions are in contract_sla table, instances of the SLA's are on task_sla;

So you will see every SLA that has run on task_sla, but this will only include an example of each sla definition if the sla has been triggered/run at least once.

refer the below link:

https://www.servicenow.com/community/developer-forum/which-table-contains-sla/m-p/2113413#:~:text=co....

https://www.servicenow.com/community/service-management-forum/what-is-the-base-table-for-sla/m-p/392...

Help others to find a correct solution by marking the appropriate response as correct answer and helpful!!

Kind Regards,

Ravi Chandra

SB87 · ‎07-06-2023

Thanks for your reply, but I'm afraid my question is more to do with the Agreement[sla] table as shown:

How does this table fit into the wider context when the [contract_sla] table stores the sla definitions and the [task_sla] stores the sla task instances?

Kind regards,
SB

Vaishnavi Lathk · ‎07-05-2023

Hello Sal,

Incident SLA will show the SLA which has been attached to the incidents.

Task SLA will show the SLA which has been attached to task of that request.

Regards,

Vaishnavi Lathkar

SB87 · ‎07-06-2023

Thanks for your reply, but I'm afraid my question is more to do with the Agreement[sla] table as shown:

How does this table fit into the wider context when the [contract_sla] table stores the sla definitions and the [task_sla] stores the sla task instances?

Kind regards,
SB