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