SLA response vs SLA resolution

[jesusemelendezm]

Hi,

My question is how this is calculated? How does Servicenow determine the response time? Where the values come from.

If for critical incidents I have 4 hours for SLA response and 2 hour for SLA resolution.

Regards

[JordanLind · Accepted solution]

Hello Jesus,

You would have to set up two different SLAs, one SLA response and one SLA resolution.

For a response, what are the start, stop and pause conditions?

For a resolution, in addition to the start, stop and pause conditions, is there a retroactive start on the SLA?   Does this SLA have the same start time as the response SLA.   If not, the Service Desk agent would get 2 hours to complete after the response.   In the example you provided, it would not have a retroactive start because if it took 3 hours to respond and if there was a retroactive start on the resolution SLA, the SLA would breach at start.

[Uncle Rob]

If its not obvious from Jordan's excellent response, there's a key concept about SLA's that's essential to understand.

Each instance of an SLA represents a promise or goal.   Thus there is a 1-to-many relationship between a task and SLA instances.   You do not track multiple goals per SLA.

So if your company said "you must respond in 2 hours, resolve in 4" you have two separately evaluated goals, thus you'll need two SLA instances, which would be triggered by 2 separate SLA definitions.

WIKI:   http://wiki.servicenow.com/index.php?title=Defining_an_SLA

[jesusemelendezm]

Jordan,

When an incident is set to responded = true? which field within the incident form has to be updated to set this value from false to true?

Thank you.

[Uncle Rob]

Jesus,

Are you saying there's a field on your incident table called "responded"?   That sounds custom if it exists.   For a response SLA you'll want to code the start / stop conditions of an SLA definition depending on what your company thinks "response" means.   Some companies will tell you that "response" is the first time the comments field is used.   Some will say its the first time the ticket is assigned to a person.   There's a ton of variation out there.