SLA Calculation

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Varsha Soni
Tera Contributor

‎09-18-2023 01:34 PM

How to auto calculate SLA duration, based on affected CI selected on Incident form?  Thanks for helping me out with this.

 

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Tony Chatfield1
Kilo Patron

‎09-18-2023 01:48 PM

Hi, I think you would have 2 options.
SLA definitions with conditions that match some value(s) on the Ci record, so that you can start\stop\cancel\pause task_sla based on the tasks current CI.
SLA definitions based on a custom 'duration type', so that you can use a date\time field on your CI record to define the sla's  due date\breach time.

SLA duration types (servicenow.com)

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Tony Chatfield1
Kilo Patron

‎09-18-2023 01:48 PM

Hi, I think you would have 2 options.
SLA definitions with conditions that match some value(s) on the Ci record, so that you can start\stop\cancel\pause task_sla based on the tasks current CI.
SLA definitions based on a custom 'duration type', so that you can use a date\time field on your CI record to define the sla's  due date\breach time.

SLA duration types (servicenow.com)