How does ServiceNow handle SLA breaches within the Incident Management Lifecycle

Mergen_Snow12
Tera Contributor

‎09-23-2024 04:38 AM

How does ServiceNow handle SLA breaches within the Incident Management Lifecycle, and what are the key steps involved in escalating an incident when an SLA breach is imminent?

0 Helpfuls
  • 662 Views
3 REPLIES 3

Dr Atul G- LNG
Tera Patron
Tera Patron

‎09-23-2024 06:30 AM

Hi @Mergen_Snow12 

 

OOTB there is no auto escalation, but if you want to you can enhance the SLA OOTB flow and add the escalation as well. A email trigger to group manager when SLA reach at 50/75/90/100%.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

AndersBGS
Tera Patron
Tera Patron

‎09-23-2024 07:28 AM

Hi @Mergen_Snow12 

 

sla branches is according to your sla conditions, so basically just marks it sla breached true/false. According to escalation, there is no escalation OOTB, hence you need to define your own sla escalation process if needed.

 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

Best regards

 Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

Mergen_Snow12
Tera Contributor

‎09-26-2024 01:02 AM

Thanks for the replies @AndersBGS 

0 Helpfuls