Dynamic Service Level

[Robert61]

Hello All,

Is there a system property or other setting to set all dynamic service levels to the same? I know you can select the number of levels in the csdm wizard but is there somewhere to set the levels for all maps currently created? Or would I have to use Flow Designer to set it?

[Danish Bhairag2 · Accepted solution]

Hi @Robert61 ,

There isn't a specific system property or setting in ServiceNow that allows you to set all dynamic service levels (SLAs) to the same values universally across all existing maps. Each SLA map typically has its own settings and conditions.

However, you can consider the following approaches to manage dynamic SLA levels across multiple maps:

1. **Flow Designer:**

   - You can use Flow Designer in ServiceNow to automate the process of updating SLA levels. Create a flow that iterates through all existing SLA maps and updates their levels based on your requirements.

2. **Business Rule or Script:**

   - Write a business rule or background script that iterates through the existing SLA maps and sets their levels programmatically. This would require scripting knowledge in ServiceNow to handle GlideRecord queries and updates.

3. **Update via Import Set:**

   - Export the SLA map records to a CSV or Excel file.

   - Modify the levels in the spreadsheet.

   - Use an Import Set to update the SLA map records with the modified levels.

4. **ServiceNow Support:**

   - Reach out to ServiceNow support for the most recent updates and possible new features related to SLA management. New features might have been introduced in later releases that enable bulk updates of SLA levels.

5. **Custom Application:**

   - Create a custom application or module within ServiceNow that provides a UI for administrators to manage SLA levels for multiple maps. This would require custom UI pages, client-side scripts, and server-side scripts to handle the updates.

Mark my answer helpful & accepted if it helps you resolve your query.

Thanks,

Danish