Task SLA table Business Rule

[jancaasi]

Hi Guys,

I've created another field in the Task SLA table called SLA Status. The plan is to make our reports a lot more user friendly regarding the SLA and replacing those boolean values with PASS (false) and FAIL (true).

I've created a business rule in ServiceNow and it doesn't seem to work. The name of the business rule is "Set SLA Status to Fail".

When to Run: Insert, Update

Filter Condition: Has Breached, Changes To, True

Set Field Values: SLA Status, To, Fail

I've created a vice versa on the other business rule for the PASS. Again, it doesn't seem to work.

Hoping you can help me with this one guys.

Regards,

Jan Raphael Caasi

[Prasun]

Please do not try to change out of the box modules like SLA through customization, because any future upgrade will be affected. As you are aware SLA is one of the key parameter of your support model, hence if you customize anything, any future issues will not be catered by HI serviceNow and will be marked as customization issue and It will not help you.

Instead you can add a field in the "TASK" table itself which will check in the task sla table and update accordingly.

[anurag92]

I tried this same thing on my personal instance, I was able to update status field based on conditions mentioned by you. Can you try debugging or logging the business rule just to check if it is being called.

[Aditya Mallik · Accepted solution]

Hi,

I am trying to understand why you need a separate field to track this. "Has breached" column already tracks this exactly.

Anyway I did create a column and the business rule. I am able to get this to work. Which release are you on? Please upload SLA definition, business rules that you have created. Also what is the type of the field "SLA Status".

For your reference, I am attaching the screen shots of how I had done this in my system.

Thanks.

SLA Status column definition on the Task SLA table:

Business rule:

Task SLA record showing the new "SLA Status" column as "Fail" once the "Has breached" is set to true:

[Mihir Mohanta]

Please make your business rule after update type and test.

Thanks,

Mihir