Running two SLA's at once

regizzle · ‎09-09-2014

If anyone can point out a better way to search the forums for answers i would highly appreciate it!

In the mean time, I have an SLA starting off of my "Internal TTR" SLA which runs until i esclate to another assignment group which then pauses that SLA and starts an OLA. At the same time, there should be an SLA that starts being our "External Escalation" SLA that fires off using retroactive time, this SLA cannot be paused only stopped once the ticket is resolved/closed. Once the ticket is reassigned to the original assignment group and the internal TTR begins to tick again, why does the "external escalation" SLA never show up.

If i change the external escalation SLA to an OLA, it runs just fine, i just cannot have two SLA's running at the same time. Is that designed as such or did I miss something?

Thanks!!!!

sgrison · ‎09-10-2014

You can run more than 1 SLA or OLA at the same time on incidents, actually any task.

I'm assuming you want the SLA to go to 'completed' rather than 'cancelled'. You will need to change your conditions so that it goes to completed rather than cancelled. You need to add to your stop conditions (assignment group is not internal) and for your other one you need to add (assignment group is not external)

Take a look at the following article - it will show you the transitions:

Modifying SLA Condition Rules - ServiceNow Wiki

View solution in original post

Smashley · ‎09-09-2014

What are the Conditions for the "external escalation" SLA? I have 2 SLA's that run at the same time for Incident and they run fine, one stops when ITIL adds a comment and the other stops when the ESS user make a comment.

regizzle · ‎09-09-2014

Retroactive Start - Start when - Created

start conditions:

Assignment group - is not - XXXXXXX

stop conditions:

Incident - is - closed

or

Incident - is - resolved

Smashley · ‎09-09-2014

And the Assignment Group that is denoted by "XXXX", is that the group that the Incident gets assigned back to?

regizzle · ‎09-09-2014

Yes, end game, the incident is then reassigned back to "XXXXXX" (obviously not the name but you get it)