HR Case SLA on HR Service Transfer

[Peeyush Jaroli]

Dear Community Members,

Looking for some inputs to set SLA definitions as per below requirements:

Whenever an HR case is transferred to new HR service, the existing case gets cancelled and new case with new HR service is created, along with that, SLA also gets cancelled in existing case and new case will have its own new SLA. We want to bring all the old SLA definition records (even if cancelled) to the new HR case SLA section.

Is there any way, we can bring cancelled case's SLA definitions to the transferred case?

Please share how this can be achieved.

[JP - Kyndryl]

Hi Peeyush,

I would suggest you don't cancel the task_sla for your HR Case and let the case go from one group to another one.

You can configure a SLA Breakdown to see how much time the task sla went in each group and even with each assignee if you want.

Here is the docum to set this up:

https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/service-level-management/concept/sla-breakdown-definition.html

Regards.

JP

[wysenk]

hi did you manage to solve this issue? I am facing the same dilemma now where I have a SLA that runs from Start till Close regardless of how many times the case is transferred. 

[A_maity002]

Hello @Harneet Sital ,

I would like to address the current process regarding the transfer of HR cases. At present, when an HR case is transferred from the old system to the new one with a new case number, the old HR case is canceled, and a new HR case is created. Consequently, the Service Level Agreements (SLAs) associated with the old case are also canceled based on specific conditions.

We would like to request that the SLAs from the old HR case be transferred to the new HR case and continue without interruption.

The above requirement is need to implement. I have already the my SLA definitions and active the retroactive option. But no solution found.

Could you please suggest me how to implement this ?

Kind Regards,

Atanu Maity

[Darin Rippentro]

Have you considered using the Universal Request feature and tracking SLAs on the UR? That would allow you to track SLAs on each case as well as the overall completion of the UR. https://docs.servicenow.com/bundle/tokyo-employee-service-management/page/product/universal-request/...