Incident SLA tracking where drive need to be replaced

[rdevi]

Hi, We receive ticket mentioning the C or D drive failure or any drive issue as incidents and sometimes we end up ordering a new drive - in these cases, the SLA gets breached as AWAITING VENDOR on HOLD state doesnt pause the SLA timer. How can this scenario be handled? Thanks.

[Tanushree Maiti · Accepted solution]

Hi @rdevi 

As per my knowledge , OOB, ServiceNow only pauses the SLA when an Incident is On Hold with the reason Awaiting Caller. 

In your case , If your organization's business agreement allows the resolution clock to stop while waiting for hardware failure,  then only you can explicitly update the SLA definition to add another pause condition .

• State  is  On Hold AND
• On Hold Reason  is  Awaiting Vendor

I have observed the following approach in a couple of client projects where the business does not agree to SLA updates.

In such cases, the BAU team obtains the incident requester's consent, raises a Problem record to track the underlying issue, provides regular progress updates to the requester, update Incident's work note with Problem ticket number and closes the Incident in parallel while the Problem remains open for further investigation and resolution.

[Tanushree Maiti · Accepted solution]

Hi @rdevi 

As per my knowledge , OOB, ServiceNow only pauses the SLA when an Incident is On Hold with the reason Awaiting Caller. 

In your case , If your organization's business agreement allows the resolution clock to stop while waiting for hardware failure,  then only you can explicitly update the SLA definition to add another pause condition .

• State  is  On Hold AND
• On Hold Reason  is  Awaiting Vendor

I have observed the following approach in a couple of client projects where the business does not agree to SLA updates.

In such cases, the BAU team obtains the incident requester's consent, raises a Problem record to track the underlying issue, provides regular progress updates to the requester, update Incident's work note with Problem ticket number and closes the Incident in parallel while the Problem remains open for further investigation and resolution.

[rdevi]

Hi Tanushree, thanks for the suggestions. Incase of SLA definition, I could find many defined. How to check what is already defined and how to figure out if awaiting vendor is already included or not. I am quite not sure how SLA definition works 😞

[AndersBGS · Accepted solution]

Hi @rdevi 

You need to look into the service level agreement definition according to how they are configured and according to business agreement.