SLA

[kali]

Hi ,

Is it possible to run sla based on assignment group? Thanks in advance

[manjusha_]

@kali 

You can configure SLA based on assignment group

1.You can create single SLA for multiple assignment groups or you can create seperate SLA for diff assignment groups based on the requirements

2.You need to mention when SLA should start in section start ,when it should it pause and same for cancel and complete condition in your SLA

Let me know if you need more help

If my answer solved your issue, please mark my answer as ✅Correct & 👍Helpful based on the Impact

Thanks,

Manjusha Bangale

[Harish Bainsla]

Yes, it is possible to run Service Level Agreements (SLAs) based on assignment groups in ServiceNow. SLAs in ServiceNow are used to define and manage response and resolution times for incidents, requests, and other records. SLAs can be configured to apply to records based on various conditions, including assignment groups.

Here's how you can set up an SLA based on an assignment group:

1. Create a New SLA:

   • Navigate to "Service Level Management" > "SLAs" in the application navigator.
   • Click on "Create New" to create a new SLA definition.

2. Define the SLA Conditions:

   • In the SLA definition form, set the appropriate conditions for the SLA to apply to specific records.
   • In the "Applies to" section, choose the appropriate table (e.g., Incident, Request, etc.).
   • In the "Filter conditions" section, add conditions to filter records based on assignment groups. For example, you can add a condition like "Assignment Group is" followed by the desired assignment group(s).

3. Define the SLA Timings:

   • Set the response and resolution timings for the SLA based on your requirements.

4. Save the SLA Definition:

   • Save the SLA definition.

5. Apply the SLA to Assignment Groups:

   • Once the SLA definition is saved, you can go to the "Assignment Group SLAs" related list on the assignment group record and associate the SLA definition with the assignment group.

[kali]

Hi Harish,

Thanks for the answer , in the assignment group there are users belonging to different countries . Sla should run based on the assigned to local time . Is this possible?

[Harish Bainsla]

Yes, it is possible to set up SLAs (Service Level Agreements) based on the assigned user's local time in an assignment group. However, implementing this functionality might involve a combination of technical solutions and careful planning. Here's a general approach to achieve this:

1. User Profiles and Timezones: Ensure that each user's profile in the system contains information about their local timezone. This could be part of their user profile data.

2. SLA Definition: When defining SLAs, you will need to take into account the different timezones of the users in the assignment group. Instead of setting a single SLA time window, you might need to define multiple time windows corresponding to each user's local time.

3. Time Conversion: When calculating SLA timings, you would need to convert the user's local time to a common reference time (e.g., UTC). This conversion can be done using timezone libraries available in most programming languages.

4. Automation: Your system should be able to automatically calculate SLA timings based on the local time of the assigned user. This might involve triggers or automation rules that run whenever an assignment is made.

please mark helpful if you get answer

[kali]

Hi Harish

Is it possible to use one sla for different users such that based on the assigned to , the sla will run on the assigned to local time . Thanks in advance