How to use an SLA on Custom Application (table not extending form task)

[wallace]

Good day all,

I want to find out if it is possible to attach an SLA to a form/table that does not extend from the task table.

Not my exact situation but to try to explain: Let's say on cmdb_ci I want to measure uptime, this does not extend from task, yet I want to have an SLA to ensure the CI is not down for X amount of time.

Thanking you in advance,

Wallace

[Pradeep Sharma]

Hi Wallace,

SLA definition will show only the tables and database views that are in the same scope as the SLA (starting with the Fuji release).

However in global scope you should be able to see the table "cmdb_ci" in SLA Definitions.

http://wiki.servicenow.com/index.php?title=Defining_an_SLA#gsc.tab=0

[wallace]

cmdb_ci doesn't extend from task, hence it will not show up in the table selection dropdown in the SLA Definition form.

As per the url you provided, it also states "This must be a table that extends the Task table."

So in short the answer is: It is not possible

i.e. SLAs will only work if it is same scope AND is extended from task? i.e. If I have a custom scoped application with a custom form (not extending from task) I cannot use SLAs at all?

That is a weird limitation to place on the system.

[troyp · Accepted solution]

Have you considered using Metrics?

Metric Definition Support - ServiceNow Wiki

The SLA framework is really focused on assignable work.   At least that is my understanding on why it is restricted to the task-based tables.

Metrics could be used to track different periods of time for non-task based tables.       It wouldn't have the alerting systems involved, but it might be something to consider.

[ALEN TRICK]

hello

http://wiki.servicenow.com/index.php?title=Defining_an_SLA#gsc.tab=0a

link was not opening can you guide me?

reagards,

alen