How to determine made_sla in sn_si_incident and incident table

[abhisinojia]

We are working on integrating SLA data from ServiceNow into a standardized data model and had a question regarding the behavior and intended usage of the made_sla field.

We would like to better understand:

1. What is the exact logic used by ServiceNow to populate made_sla?
   • Is it based on a specific SLA (e.g., primary, latest, or resolution SLA)?
   • Are certain SLA types (e.g., OLA, underpinning contracts) excluded from this calculation?
2. How does ServiceNow determine which SLA is considered for the final outcome when multiple SLAs are present?
3. Are SLAs in Cancelled stage always excluded from the evaluation?
4. In cases where multiple non-cancelled SLAs exist with conflicting outcomes (some Achieved, some Breached), how is the final made_sla value derived?

[Dr Atul G- LNG · Accepted solution]

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0623502

https://www.servicenow.com/docs/r/it-service-management/service-level-management/c_LegacySLAFields.h...

Previously, only a single SLA could be attached to a task via the Escalation engine. The information for the SLA was stored in the task table using the SLA Due, Made SLA, and Escalation fields.

The Task SLA engine now enables multiple SLAs to be attached to a single task, making the earlier task fields redundant. Their equivalents are in the task_sla table for each SLA attached to the task.

• Task SLA, Breach time: This is equivalent to the SLA Due field
• Task SLA, Has breached: This will be true if the SLA has breached, the opposite of Made SLA field.
• There is no equivalent field for Escalation field. Notifications can be sent via the SLA workflow and an increase in priority can trigger additional SLAs to be attached to the task.

Note:

The Business Duration field is neither part of the Escalations Engine nor the Task SLA Engine.

[Dr Atul G- LNG]

Hi @abhisinojia 

Made SLA" in ServiceNow is a legacy field formerly used to indicate if an incident met its SLA requirements. Modern ServiceNow (post-2011) uses the task_sla table for multiple, complex SLA tracking, making "Made SLA" generally outdated in favor of the Has Breached field and Task SLA engine

So use task Sla only.

[Dr Atul G- LNG · Accepted solution]

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0623502

https://www.servicenow.com/docs/r/it-service-management/service-level-management/c_LegacySLAFields.h...

Previously, only a single SLA could be attached to a task via the Escalation engine. The information for the SLA was stored in the task table using the SLA Due, Made SLA, and Escalation fields.

The Task SLA engine now enables multiple SLAs to be attached to a single task, making the earlier task fields redundant. Their equivalents are in the task_sla table for each SLA attached to the task.

• Task SLA, Breach time: This is equivalent to the SLA Due field
• Task SLA, Has breached: This will be true if the SLA has breached, the opposite of Made SLA field.
• There is no equivalent field for Escalation field. Notifications can be sent via the SLA workflow and an increase in priority can trigger additional SLAs to be attached to the task.

Note:

The Business Duration field is neither part of the Escalations Engine nor the Task SLA Engine.

[Tanushree Maiti · Accepted solution]

Hi @abhisinojia 

1. As per KB : KB0547302 Understanding SLA Schedules and Durations  :

               Made_sla  has no relevance to current SLA functionality.

2. ServiceNow doesn’t rely on a single primary SLA to determine the final result.

Instead, every SLA linked to a record is evaluated separately according to its own start, pause, and stop conditions.

3.  In general, canceled SLAs are excluded from performance metrics (like breach calculations) since they’re no longer active or in effect. But it can be forcefully evaluated if requirement is there.

  Refer: https://www.servicenow.com/community/service-catalog-forum/sla-not-getting-attached-when-old-one-is-...

4.Ignore made_sla