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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 04:51 AM
Please Mark the Question as Answered if your Query was Answered.
Thanks,
Subhajit
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04-20-2020 01:27 PM
Has anyone came up with any other best practice recommendations on options on how to define initial response times in these past 6 years on this??
