Guidance on Applying New SLAs to Historical Incidents in ServiceNow

[Ballela Siva Te]

Hi Team,

In our ServiceNow instance, we currently handle P3 and P4 incidents separately, with SLAs set at 2 business days for P3 incidents and 5 business days for P4 incidents. The inflow of P3 incidents is significantly lower compared to P4 incidents. Due to this, the business has requested combining both P3 and P4 incidents under a single SLA of 3 business days.

However, our SIAM team has raised concerns that a 3-day SLA could lead to incident breaches and potential penalties. They have therefore recommended that we instead set the SLA to 4 business days.

To help in making an informed decision, the SIAM team has requested that we implement two SLAs—one for 3 business days and the other for 4 business days—and apply these  to closed or resolved incidents. This way, they can analyze historical incident data and provide a recommendation to the business.

My Question:
Is it possible to apply these new 3- and 4-day SLAs  to past closed/resolved incidents in ServiceNow?  . If so, could you advise on the best approach to achieve this in a way that accurately reflects potential SLA performance for historical data?

We also came across a concept called repair SLA, Can we apply it to closed/ Resolved incidents as well

[Dr Atul G- LNG]

Hi @Ballela Siva Te 

Is it possible to apply these new 3- and 4-day SLAs  to past closed/resolved incidents in ServiceNow?  . If so, could you advise on the best approach to achieve this in a way that accurately reflects potential SLA performance for historical data?

Atul: I will say with experience which is closed is closed, don't repair it. or better implement the new SLA at start of month or quarter, so that you can get the all new records with new SLA.

Changing in closed record will be done via script and again it may impact the reporting as well. 

[Ballela Siva Te]

Hi @Dr Atul G- LNG ,

Even if the new SLA is attached via script, will the new SLA calculates appropriately ?

If so can you provide a sample code for that

[Dr Atul G- LNG]

Hi @Ballela Siva Te 

I doubt m bcz SLA work on specific conditions and if that condition did match it will not work. and I am not a dev so cant hep on script. May i know why you want to attach new SLA on old records.

[Ballela Siva Te]

As I have mentioned in my main question the explanation was given

to help in making an informed decision, the SIAM team has requested that we implement two SLAs—one for 3 business days and the other for 4 business days—and apply these  to closed or resolved incidents. This way, they can analyze historical incident data and provide a recommendation to the business

[Dr Atul G- LNG]

Thanks @Ballela Siva Te for update. 

I saw there is link shared by @Voona Rohila  but my question is still same, if SLA did not match the condition then how it work or update? and if you want it work, add 1 more condition in SLA just for this activity Inc active = False