SLA start condition on create

Goran WitchDoc
ServiceNow Employee
ServiceNow Employee

‎01-19-2015 04:37 AM

Hi,

Im trying to figure out how ServiceNow is using the start conditions for SLA. I think I have a very simple SLA that shouldnt be so hard to do, but I hit a brick wall.

I want a SLA To start when then Incident is created and stop when I hit state "Work In Progress".

This was fine first, I put "Active is true" as start condition and as Stop I had state = "Work In Progress".

Everything worked as a charm until I went from "Work In progress" back to state "Assigned to group", which happens when I change assignment group and no assignee has it. Then It started a new SLA, and I guess because the start condition matched and not the Start and pause ones.

Then I thought that I might have to put the start condition to only work when you create the incident, but I can't figure out how to do this.

This have led me to instead of completing the SLA on "Work In Progress", I just pause it and when to completed it until it's closed. It's working since the new ones doesn't get created then. But It don't feel right and I figure that this might mess up some reports in the future that I havn't thought of yet

I guess Im just missing something here and hope to get some help.

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Travers M
Mega Guru

‎01-19-2015 07:52 AM

So do you want the SLA to tick when it is in the state of Assigned to group or did you actually want it paused?   The stop condition completes the SLA while the pause allows for transition.     In our set up, we have two separate SLAs, one for addressing the ticket and the other is for resolution.   Maybe this approach may work for you as well.



Also, if you select the "retroactive start" option, this starts the SLA when the ticket is created but could result in instant breaches if incidents are re-opened.



If I'm off base, just give a scenario of how you envision this working.


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Goran WitchDoc
ServiceNow Employee
ServiceNow Employee
In response to Travers M

‎01-21-2015 05:25 AM

I want it to tick until it got to state "Work In Progress", then I want it to be complete, it has fulfilled it's meaning of life .



The problem is, that if it then changes back to "assign to group" because the incident is transfered to another group a new SLA starts, which I don't want to happen.



Does this make you any wiser?


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Goran WitchDoc
ServiceNow Employee
ServiceNow Employee
In response to Travers M

‎01-21-2015 05:29 AM

To be more clearer 😃 We have just like you, one SLA for response time that is time between incident is created and when it get state "work in progress") and one SLA for resolution time, which starts when incident is created and completes when incident is closed (and paused at resolved)


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Travers M
Mega Guru
In response to Goran WitchDoc

‎01-21-2015 06:32 AM

The way I have ours set up is to have both of them kick off when the ticket is created but the stop (complete) condition on the "response" workflow is when the status changes from new.   The other one is our "resolve" which continues to tick unless a pause condition is met and those are set up to be anything we are waiting on customer information on.     You could set up your start condition on the second one to be the work in progress status if you wanted but it sounds like your best approach would be 2 separate SLAs for the incidents.   Do you have two in place now?


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