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

regizzle · ‎09-10-2014

Changing my conditions definitely did it. I had all kinds of strange situations happening but i was able to send it up to 4 different escalation points and it worked flawlessly.

thanks for that

Same for ashley, your first suggestion was the correct one, just in a different context i suppose thank you both!

Smashley · ‎09-10-2014

Roland,

I am 100% positive that there is nothing built into service now that disallows multiple SLAs from running at the same time, as my instances do it everyday.