Configure OLA

[Adi MD]

Configure an OLA for incident Assignment

Configure an OLA for Incident Assignment. Goal time will vary according to Priority. OLA will stop when Incident status will move from Assigned to In-Progress. Paused Condition Pending with Customer/Pending with Vendor   

I will appreciate if u helped Thank You 

[palanikumar]

Hi,

You need to create different OLA for each priorty

Duration = Duration specific to the priority

Set Start Condition as Active=true and Priority = 1 (priority value changes for each priority)

Set Stop Condition as State = In-Progress

Normally Pause condition no required for this scenario. If it mandatory for your requirement then you can set 

Pause Condition as state is Pending Customer or state is Pending Vendor

Set when to resume as "Pause condition are not met"  

[AnubhavRitolia · Accepted solution]

Hi @Adi MD 

Please find the SLA Definition below:

You can make some changes based on your requirement with different priority and field and values.

https://docs.servicenow.com/bundle/tokyo-it-service-management/page/product/service-level-management...