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?

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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%.

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AndersBGS
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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.

 

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Best regards

 Anders

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Anders

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Mergen_Snow12
Tera Contributor

‎09-26-2024 01:02 AM

Thanks for the replies @AndersBGS 

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