Is there a way to switch SLA based on incident category

Banu1
Mega Expert

‎01-19-2017 04:57 AM

Hi All,

Is there a way to switch SLA?

If the Incident category is not 'software' , SLAs will be 'pulled' from CIs. If no SLA in the CI, then it should use the standard one.

Thank You!

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6 REPLIES 6

rami1219
Kilo Expert
In response to Banu1

‎01-19-2017 08:56 PM

Hi Banupriya ,



Please check the below urls it will be helpful for your question.



Database Views - Incident SLA and Change SLA in one view



Multiple SLA's and Pause conditions



Modifying SLA Condition Rules - ServiceNow Wiki



Please mark   helpful,like if it will be helpful for your question.




Thanks,


Rami


Madhava_Kumar
Mega Guru

‎01-20-2017 05:37 AM

Hi Bhanu JI,



the below link might help you.



Database Views - Incident SLA and Change SLA in one view



thanks


Madhava