Manual update of SLA data post platform migration

[ollyivory]

Hi all

We are currently migrating some open incident records from another platform (Cherwell) and have been asked to ensure that the SLAs in ServiceNow reflect the original tickets in terms of start dates and any pauses for on hold.

We have done a piece a work on incident record,s so if a migrating incident, you can backdate the incident opened date, but we are having an issue getting the SLA's to the correct timings.

We have tried to change the data in the attached SLA task but it doesn't recalculate, we have also tried to run a background script to do it.

Has anyone tried this before and got it to work, or could anyone suggest a method of adjusting the task SLA records to ensure accurate reporting?

[Mark Manders]

Depending on the conditions of your SLA Definition, you could just run a 'repair sla' on the tickets. If it just has to reflect the 'opened' date/time. Pause could be an issue, because you don't have those in your system.

[ollyivory]

Thanks Mark

The repair has been done but the retrospective pausing is the issue, if just internal it wouldn't be an issue but this is for a supplier with contractual penalties who are, rightfully, making some noise!!

[Mark Manders]

That can't be fixed, because you can't put in pauses when the ticket has never paused. Just do it manually for these tickets, or update them in both systems, until they are closed and report on the old system. Or just wave the penalties for these tickets (they have their own reporting as well, I assume?).

And, to be honest, this should have been communicated upfront with the supplier and not come as a sudden surprise.

[Dr Atul G- LNG]

Hi @ollyivory 

Practically, this is not a feasible case. The reason is that whenever we bring data from a third-party system into ServiceNow, we inform the customer that SLAs will start from zero again. This is because ServiceNow has its own SLA engine to manage timings, and each incident may have a different SLA state and timing.

So, practically, it’s not possible to retain SLA progress from external systems, and this must be clearly communicated to the customer before integrating the data.