Best Practice for SLA

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VM3
Tera Contributor

‎01-16-2024 07:06 AM

Hello Experts.

 

We have recently implemented SLA on Task table. Now the issue is our help desk is not matured enough and they assign the Tickets to wrong group and by the time it is routed to correct group, 70-80% of the SLA time is consumed. 

How do we tackle this and what is the best practice solution for this kind of scenario? 

Please advise.

 

Thank you in advance. 

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AJ-TechTrek
Giga Sage
Giga Sage

‎01-16-2024 07:09 AM

Hi @VM3,

 

Please refer the below KB article, which might help to resolve your issue on SLA.

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0869748#:~:text=Best%20Practi...

 

https://www.servicenow.com/community/itsm-forum/what-is-best-practice-for-configuring-sla-definition...

 

Please appreciate the efforts of community contributors by marking appropriate response as Mark my Answer Helpful or Accept Solution this may help other community users to follow correct solution in future.

 

Thanks

AJ

Linkedin Profile:- https://www.linkedin.com/in/ajay-kumar-66a91385/

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VM3
Tera Contributor
In response to Dr Atul G- LNG

‎01-16-2024 02:35 PM

Thanks Atul for your response. It is very informative. 

 

Thanks. 

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