Hello All,
As a beginner in Snow,I was looking for steps to implement SLA and sending SLA notification if its in breached stage or completed or as per the requirement,however was not able to find the complete article for the same.Hence,wish to share the same.
Information regarding SLA:
An SLA definition record defines the timings, conditions, workflows, and other information required to create and progress task SLAs.
For example, the default Priority 1 resolution (8 hour) SLA Definition defines the Task SLAs to attach to incidents with a P1 - Critical priority, specifies appropriate conditions for those Task SLAs, and uses the default SLA workflow to create events such as to send a notification, when an incident's Task SLA reaches 50% of its allotted time.
For more information refer following link :
Creation and scheduling SLA:
You can create one or more Service Level Agreement (SLA) definitions and use them to create an SLA record. This SLA record enables you to use an SLA system for your organization's task.
Points to remember while creating SLA:
- Role required is Admin.
- When you create an SLA definition, avoid using dot-walked fields that change frequently in any of the SLA conditions (start, stop, pause, and reset).
Schedules within SLA enable you to define the time periods during which the SLAs accumulate business time.Schedules are typically based on the working hours of the resource or departments to whom a task is allocated. When you define an SLA, you can select a schedule during which the SLA will accumulate business time. You can specify the schedule that each SLA must use in the SLA definition form.
For more detailed information refer ServiceNow document link:
Stages of SLA:
In table column search for task_sla and search for stage filed in column name, you will get these values.
Scenario:
If we wish to send notifications if SLA stage is breached so in that case follow the following steps: (You will find out SLA stage on incident form as well .In Task_SLA section as
Note: This is for 2011 SLA engine.
The June 11 release made the "2011 SLA Engine" available, and that will maintain a 'has_breached' flag on the SLA record.So,sometimes,its difficult to generate reports based on the stage of SLA or filtered on stage of SLA or sending the notifications when SLA stage is breached.
Set the parameters as shown in the screenshot:
We need to set “yes” for below properties:
- Execute the 2011 SLA engine asynchronously
- Enable compatibility with 2010 'breached' stage for SLAs
- Run workflow for a Task SLA that is already breached when it attaches
- Use Business time left field to determine if an SLA is breached
- Now, create an incident and make sure SLA is getting attached to it based on the start condition. (For example,you can give SLA duration type as “User specified Duration and SLA duration as 1 minute for testing purpose)
- The Task SLA [task_sla] table stores Task SLA records for the SLAs attached to particular tasks. For each task, attached SLAs are accessible in a related list on the Task's form.
- Now,part of sending notification – In application navigator -->Notification -->Create New
- Provide necessary information and in this case,table name is task_sla
- Provide the when to run condition:
Here,you can add another AND /OR condition if you wish to achieve for more specification or say for particular SLA definition.
- Provide who will receive condition.(add your mail id for testing and later on you can remove that if you wish so)
- Lastly, provide what it will contain information and save it.
Now, you will receive an notification whenever SLA stage is breached.
Hope, it will help you all the new beginners…!! Also, any suggestions from Expertise would be helpful …
Thanks & Regards,
Kalyani Shaha
