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

[Kajal Goti]

Hello,

Response SLA:When particular ticket  assigned to the group or Manager during this process response SLA run.that means once ticket assigned to particular group or particular perosn at  during this time this SLA run and user get response that your ticket assigned to particular person or group

Resolution SLA:This SLA run during actually how much time it will take to solve this particular ticket.

That means for that ticket how much time required and within timeline responsible person have to resolve the ticket.

for more information refer below link

https://community.servicenow.com/community?id=community_question&sys_id=9d38a13edb5617c0b61ff3231f96...

Please mark as correct and helpful.If you find any help.

[manmathpanda]

Hi Kajol,

I understood this but my question here is once the ticket is breached in Respnse level(by service desk team- duration is 4 hours) and after the ticket breached they assigned it to  next group (IT OPERATION TEAM) , So in this case the sla will start from there or the sla will be remained breached after assigning to IT OPERATION TEAM by SERVICEDESK TEAM.

Regards,

manmath

[Kajal Goti]

Hello, For reassigning SLA,you have to use reset time option is available when you create SLA,where from you want to start SLA once it's breached and reassign to other group. Please see below video,it would help you. https://youtu.be/YfjkQLE6o58 Please mark as Correct and Helpful,if you find any help

[Krishna Penaka]

Hi,

You would have to set up two different SLAs, one SLA response and one SLA resolution.

For a response, what are the start, stop and pause conditions?

For a resolution, in addition to the start, stop and pause conditions, is there a retroactive start on the SLA?   Does this SLA have the same start time as the response SLA.   If not, the Service Desk agent would get 2 hours to complete after the response.   In the example you provided, it would not have a retroactive start because if it took 3 hours to respond and if there was a retroactive start on the resolution SLA, the SLA would breach at start.

 https://docs.servicenow.com/bundle/madrid-it-service-     management/page/product/service-level-mana...

[Dhananjay Pawar]

Hi,

Check below community link,It will help you

https://community.servicenow.com/community?id=community_question&sys_id=d59dcc25db6c37001cd8a345ca961941&view_source=searchResult

Mark correct/helpful based on impact.

Thanks,

Dhananjay.