How to reflect "SLA workaround"?

[wiland]

there is a need to track 3 SLAs: resolution time, response time and workaround time. Any best practice how to set this up in ServiceNow SLA module? 

[SumanthDosapati]

@wiland 

What do you mean by Workaround SLA? there is no such thing OOB in ServiceNow.

Regards,

Sumanth

[wiland]

Hi, in the contract with vendor there are 3 separate SLA that need to be somehow reflected in SLA config. SLA workaround is the temporary resolution SLA before final resolution takes place (resolution SLA). Can we somehow set it up? by special conditions? Custom fields? Any ideas for to reflect this in SLA definitions? 

[SumanthDosapati · Accepted solution]

Creating new option is not recommended as it might not work as expected.

Instead you can try below workaround approach :

> Create a new SLA of type Resolution

> Name it as Workaround SLA or as you wish

> Add your appropriate conditions for start, and end.

Though this might not sound a proper approach, but this is better than disturbing OOB definitions.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth