Inquiry regard Support team respond SLA

Mr Han L · ‎03-14-2025

Hi team,

Could i know is it a need / mandatory respond SLA for support team or any second level team?
Means, when the 1st Level team / SD been assigned the ticket and SLA start, when the agent process to escalate the ticket, will the support team should be consider apply respond SLA ?

Thanks

Dr Atul G- LNG · ‎03-15-2025

Hi @Mr Han L

I'm not entirely sure if I understood it fully, but from what I gather, you can create the SLA with the target set to "Response" and add a condition where the assigned group is not equal to "SD." Does that align with what you're asking?

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************