Refresh interval of SLA in Incidents

punitchourey
Tera Contributor

‎03-01-2016 10:43 PM

Hi All,

In Incident Form, there is tab called Task SLA where in we can see the SLA details attached to the ticket. I created a ticket whose Response SLA was 4 hrs.   I did not met the Response SLA. I checked the ticket after 2 hours. I found that in that SLA Response time was showing   Business elapsed time or   Actual elapsed time as 1 hr 30 mins   however it should show 2 hours. I need to know is there any time interval at which these details get refreshed or do we need to do any modifications so that it should show the exact time elapsed.

Thanks,

Punit Chourey

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vant
Tera Expert

‎03-01-2016 10:47 PM

I think you will find your answer here:


Service Level Agreements - ServiceNow Wiki


ServiceNow recalculates SLAs based on when they are breached, using these scheduled jobs on the Schedule Item [sys_trigger] table.


  • SLA update (already breached): repeats every day
  • SLA update (breach after 30 days): repeats every 5 days
  • SLA update (breach within 1 day): repeats every hour
  • SLA update (breach within 1 hour): repeats every 10 minutes
  • SLA update (breach within 10 min): repeats every 1 minute
  • SLA update (breach within 30 days): repeats every day

Note


Note: After 365 days, ServiceNow does not recalculate breached SLAs.

syedfarhan
Kilo Sage

‎03-01-2016 10:49 PM

Hello punit,



Navigate to SLA- SLA Definition Search for your SLA and in Duration check the hours you have mentioned and also have a check on in which   Timezone it is running.




Let me know if you have any other concerns




Thanks


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jstith
Kilo Contributor

‎04-07-2019 01:39 AM

Old post, but someone is referring to it, so asking more details.

1. Is this still true with current ServiceNow?

2. Is it also recalculated on a SAVE?

3. What about STAGE.... Is that calculated at time of SAVE?  e.g., if I put it into In Process and put an Assigned To name (requirements for Response Time SLA) would it immediately go to Completed on Save or have to wait for a recalculation... which is daily if already breached?

 

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