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07-11-2014 02:37 PM
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
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07-11-2014 02:44 PM
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.
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07-15-2014 11:29 AM
Thank you Rfedoruk,
I just saw the field responded is u_responded, so I believe It was created by the previous implementer. I understand now that, I can set the SLA on whatever the company wants to decide how it should be measure.
Kind regards,
Jesus
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07-15-2014 11:34 AM
If you're lucky then they've governed that with a business rule. You can search the business rule script column for u_responded, and that might give you some hit as to what it was there for. If they did it via workflow, I'm not sure what you could do to back engineer it (besides look at all the workflows)
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07-15-2014 08:35 AM
Hi Jesus,
It really depends on what your business considers a response. Some business require an assigned to value, or some business require an assigned to value and comment.
In this example, I'm using Assigned to is not empty.
"Assigned to" is not empty, could be used for a Stop condition on a response SLA.
If you decide to use a responded field is true as a stop condition, you would need to write a BR to set this field to true based upon what is considered a response by your business.
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07-11-2014 11:37 PM
Hi Jesus,
Your SLA Response and SLA Resolution timelines on your Question should be the other way around.
SLA Response time <= SLA Resolution Time
Response-It is the time in which the Ticket is Acknowledged or Assigned to a Team from the FPoC.
Generally, for Response SLAs, the Start condition contains Priority and Assignment Group is empty and the Stop conditon is Assignment Group is not empty along with all your Other Conditions.
Thanks,
Subhajit
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07-15-2014 07:56 AM
I've seen as many start and stop conditions for Response SLAs as I've seen customer environments. I think its about the least defined KPI out there. In most of the instances I've seen, the conditions you've described would never happen, as tickets rarely get created without an Assignment Group.
Jesus,
Before you look at creating your Response SLA definition, be good and sure you understand what your organization is expecting out of it.
