Incident Updated SLA

[adamrauh]

Hey guys,

Am trying to write an SLA that will track whether a ticket was updated w/in a specified amount of hours (say 48).

Having a little bit of trouble w/ the following:

- Setting a duration for this SLA (do I need one if the stop condition is correct?)

- Defining an accurate stop condition

We would want this SLA to reset each time a ticket is updated, so at a basic level just to see if there was ever a period the ticket went greater than say 48 hrs w/o an update.

A nice to have would be some way to count the total # of successes or breaches, so for ex

(Queue X, SLA Start)

Start

<48 hrs --> Cancelled (no breach; reset)

<48 hrs --> Cancelled (no breach; reset)

>48 hrs --> Cancelled (breached; reset)

<48 hrs --> Cancelled (no breach; reset)

Complete

So in this instance we can see that the ticket went (4) SLA Update rounds, with 1 breach.   I'm familiar w/ the activity monitor, but not sure w/o writing a custom work flow for the event I can easily do this.   Any ideas?

[Michael Fry1]

Duration calculating the duration of the SLA. In your scenario, you could set the SLA duration to 48 hrs (with or without a schedule). The second part requires a trigger and a script or workflow script. We use a custom field that contains a value 'Customer Notified'. In the SLA, your stop conditions contains your trigger. Then a workflow/script runs to reset the field value and thus kicks off another SLA waiting for Customer Notified. At any point, you could look at the ticket and see which SLA's you made and which ones you breached.

It works for us!

[mohamad_assadi]

Can you please show how this is done?

[Nick65]

Not sure where you are going with this, but you may want to look at this

Setting Inactivity Monitors - ServiceNow Wiki

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[adamrauh]

Would using a reset condition a la something like the below not suffice?   (if we want the first request, where it just counts period, so we can see if at any point it happened)

(I'm using 16 hrs b/c of 2x8hr days, i.e. "48 hrs/2 actual days")