Where is SLA information stored?

[Mario Minguer]

Hello everyone.

I am trying to gather reports regarding all the different SLAs each contract has on ServiceNow. I ran a report on the SLA Definition [contract_sla] table but was not able to find some records. When I looked at the Task SLA [task_sla] table I can see there are incidents that have an SLA attached that is not on the [contract_sla] table.

Is there another table where this information could be stored? I also ran reports on Service Offering SLA table but was not able to find them there. If i look at either incident_sla and filter by Customer, I can see there are some customers that do not show up on either. The incidents tickets DO have the information under Task SLA view.

Thanks in advance.

[Tony Chatfield1]

Hi, contract_sla is the table that holds SLA definitions (their configuration),
where as task_sla table holds the record for SLA/OLA that has run/is running against a task.

If you want to report on SLA/OLA that has run in your environment (against a task) then task_sla is the table to use.

[Mario Minguer]

So I would want to see all the definitions, regadless if they have been matched against a record in ServiceNow. I ran a report on Task SLA and it gives me a list of things that have the SLA attached. Howvever, I am not sure if there are SLA definitions that have not been used.

If I ran the report on the contract_SLA I would not be able to see theses SLAs.

Does any of these make sense?

[Aman Kumar S]

Yes, totally.

It depends customer to customer what are the tasks they want to configure SLAs for.

Usually they would set it up for incidents, but apart from that many also opt for catalog task and other task related records.

If you are not able to see anything under contract sla, it means there are no sla generated for those tables, which means SLAs are not tracked for contracts

[Tony Chatfield1]

The SLA definitions are in contract_sla table, instances of the SLA's are on task_sla;
So you will see every SLA that has run on task_sla, but this will only include an example of each sla definition if the sla has been triggered/run at least once.

https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/service-level-management/task/t_CreateAnSLADefinition.html