SLA weight addition

[servicenow_devo]

How to add sla weight dynamically. It should be like adding a fixed weight after each days of breach and should work until state is closed. Means if tdy is breach day it should add 10 tomorrow again a 10 next day untill state changed to inactive

[Mark Manders]

There is no OOB way for this. What is your use case? Is it for reporting? Is it for putting the tickets higher on a list? Do you have other logic in place that should do it? Knowing this would help in creating a solution.

[servicenow_devo]

@Dr Atul G- LNG @Mark Manders 

This is spotlight criteria creation. We have many spotlight groups with many criteria, these condition has specific points associated with them. A job runs every 4 hours so that it caluculates if condition matches on any ticekts and sum will be added as weight in ticket. So that agents can take a look with higher weights. 

Eg : incident table

p1 condition weight - 5

Sla breached incidents - 5

If an incident has both it's weight is 10 after job runs.

My requirement is to have repetitive weight addition. Spotlight have 2 types on is query based and other is PA based. We usually used query based which we get direct filter from tables.

[Dr Atul G- LNG]

Hi @servicenow_devo 

Seems I am missing something here, I created a video on Process Spotlight

https://youtu.be/fymsI_3zjIg

This can be helpful.

[Dr Atul G- LNG]

Hi @servicenow_devo 

What do you mean by  the word SLA weightage here? SLA work on time line/schedule. Please provide more details to help you.