Creating additional SLA Target within SLA definitions

[Marko Todorovic]

Greetings Now gurus!

I need an assistance with SLA targets. 

As one of our clients has specified SLA targets considering Response time and Resolution time, they also have specific targets for Recovery time and this should be also a choice when defining an SLA terms in ServiceNow for them.

Is there a possibility to create this target so that in future cases, when I start defining an SLA, from drop-down menu in "SLA Target" I can also specify that Recovery?

For now, this setup (am not sure if it is related to our setup or it is by default for this Now build) offers only "Response" and "Resolution".

Many thanks in advance!

[Tony Chatfield1 · Accepted solution]

Hi, assuming I have understood your requirement?
The 'Target' field (contract_sla.target) is a choice list
and the fields hint indicates it's used in filtering, so I don't see any issues with adding another choice value.
You can do this from the SLA definition form view UI (right clicking on the field), the dictionary entry for the field, or direct from the choice list table.

I would ensure any new value had consistant meaning, especially if a MSP and dealing with multiple clients, as client specific values would quickly get messy/unmanageable.
You don't providecontext for the meaning of 'recovery', but perhaps 'restore' might be an appropriate alternative?

[Marko Todorovic]

Hey Tony, thanks, that was it, I managed to create additional SLA Target beside Response and Resolution.