what is the response SLA and resolution SLA?

[manmathpanda]

Dear Developers,

I want to know the difference between response SLA and resolution SLA?

For Example: 

A ticket is created by an end user and it is assigned to service desk people and the response time is 4 hours and the service desk people didn't work on this upto 4 hours , so the ticket is breached and after that they assigned it to another team who will look into this.

Now once the ticket is assigned to another group , the breached sla will continue or a new will start when assinged to the group by servicedesk people.

please clarify me?

Regards,

Manmath

[sayali udgave]

Hi,

• Response SLA is calculated from the time the incident is created and assigned to a group till it is assigned to someone from the group.
• Resolution SLA is calculated from the time the incident is created till the time the incident is resolved.

 Hope this will help you.

Thanks

Sayali

[manmathpanda]

Hi Sayali,

So as i mentioned , the sla is breached in respnse sla itself by SERVICEDESK TEAM, so when this ticket is assigned to other group(IT OPERATION TEAM) , the ticket will show breached to IT OPERATION TEAM ALSO.

[sayali udgave]

Hi,

According to following link ,yes ticket will show breached to IT operation team also.

https://community.servicenow.com/community?id=community_question&sys_id=fbf08ba5db98dbc01dcaf3231f9619c7

refer above link for more information.

Thanks

Sayali

[Anjali K]

jn