P1 Onsite SLA (4 hours) on Case Task in ServiceNow (CSM).

[RajeshS45028713]

Hi Everyone,

I’m implementing a P1 Onsite SLA (4 hours) on Case Task in ServiceNow (CSM).

Requirement:

• SLA starts from Case Created Time

• Stops based on Arrival Time (custom field)

• ≤ 4 hours → Achieved

• 4 hours → Breached

Challenge:

Arrival Time is entered at case closure, sometimes after many hours or even 1 day.

Issue:

SLA is always getting Achieved, even when Arrival Time exceeds 4 hours.

Understanding:

It seems SLA is using the record update time (when Arrival Time is filled) instead of the actual Arrival Time value.

Questions:

1. How to make SLA evaluate based on Arrival Time field value instead of update time?

2. Can this be achieved using only SLA Definition (no advanced scripting) in Yokohama?

3. What is the best practice for this scenario in real CSM implementations?

Thanks in advance!
Rajesh

[Mark Manders]

Can you share the config of the SLA Definition? 

The problem you are facing is that the SLA is running and the SLA engine acts on updates to see what it needs to do. There isn't a retroactive stop condition OOB in ServiceNow. If it's really about SLAs, you may want to check the solution in this post: https://www.servicenow.com/community/incident-management-forum/non-real-time-vendor-sla/m-p/2954731

If it's just to check, you could use metrics and report on those (duration > 4 hours).

[RajeshS45028713]

Hi Mark,

Thanks for your response.

Please find attached the configuration details of the SLA definition.

I’m observing an issue where the SLA is marked as Achieved even when the Arrival Time exceeds the 4-hour limit, since it’s not updated in real time.

Ideally, it should be Breached in such cases. Could you please suggest how to handle this?

Also, can we use scripting in the SLA stop condition for this?

Thanks & Regards,
Rajesh

[Mark Manders]

That's just a part of the condition, but it could be worth checking that 'based on the user's location's timezone' part. Do you have timezone set on locations? 
Also, check the SLA timeline to see when it actually started, paused and stopped, just to see if that has any pointers to the issue. 

But your SLA is stopping the moment the 'arrivel time' gets filled. It is not set to the arrival time itself. Check the link I shared to have retroactive stop.