I have created new 13 groups moved to production

[Srinivasu2]

Hi Community,

I have created new 13 temporary (Hypercare) groups & moved those to production for support , now they want me to include SLA on these 13 groups 

Because they want to extract a few reports that is related to the SLA

Is it possible? If possible what are the details required to configure the SLA for these groups

Thanks & Regards,

Srinivasu 

[Anil Lande]

Hi,

You can ask which SLA should contain these assignment groups to your business/operation team/stakeholder.

If they ask you to create new SLA's then you need to create new SLA's based on the criteria.

If they ask you to modify existing then you can update those SLA definitions and add your new Groups in the Start Condition. For that you need to open the SLA Definitions and check how other groups are included in SLA's.

[jonsan09]

You can refer to the following for how to create an SLA: https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/service-level-manage...

But to start you'll want to gather the following information:

• SLA Name ( You can create different SLAs by assignment group, priority, categories, etc.)
• SLA type (resolution/response)
• Target
• Table
• Duration Type (if known)
• Duration
• Schedule (If any)
• Start conditions to trigger the SLA (this where you could add those specific assignment groups you've created)
• Pause Conditions for the SLA (if any, some customers like to pause SLA for on hold states, etc.)
• Stop Condition

There are additional fields you can configure, but the above are some of the fields I'd recommend to configure first.

[AndersBGS]

Hi @Srinivasu2 ,

Yes, it is possible. When creating the SLA definition you can just add a start condition that the assignment group is XXXX.

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

Best regards

Anders 

[Dr Atul G- LNG]

Hi @Srinivasu2 

Are you sure, to add these groups on SLA or you want to track the time at group level then OLA need to build. 

Rest experts already answered the solution.