How to Disable SLA for Cases Under Specific Category

[rahulchhibb]

Hi ServiceNow Community,

I’m working on configuring SLAs for our instance and have a specific requirement. We have an assignment group named "Cloud Success" with a fixed category called "CS Team" for all cases assigned to this group. We want to ensure that no SLAs are attached to cases under the "CS Team" category.

Could someone guide me on how to achieve this?

Any step-by-step guidance, scripts, or configuration tips would be greatly appreciated.

[Dr Atul G- LNG]

Hi @rahulchhibb 

In this case, you need to add a Start Condition.

If the Category is NOT = CS, then the SLA will not attach.

The SLA will only attach when the Category = CS.

[AndersBGS]

Hi @rahulchhibb ,

You need to modify the SLA conditions to cope with "if category = CS Team" then either do not start SLA or Cancel current running SLA (Based on your business process).

[Bhimashankar H]

Hey @rahulchhibb ,

SLA Definition:

1. First of all, check all the SLA configured for this table by going in SLA Definition table.
2. Filter by your table name.
3. Then for every SLA you need to add the condition "Category != "CS Team".

If there are multiple SLA then you need to update each SLA Definition otherwise, you can write a business rule before inserting it will check attach the SLA or not.  Let me know if you need script to implement before insert BR solution.

For existing SLA:  If some CS Team cases already have SLAs, run a one-time fix script to end or delete them per your policy.

var gr = new GlideRecord('your_table_name');
gr.addQuery('category', "CS Team"); //add appropriate query to filter CS category
gr.query();
while (gr.next()) {
    var hasSLA = new GlideRecord('task_sla');
    hasSLA.addQuery('task', gr.getUniqueValue());
    hasSLA.query();
while(hasSLA.next()) {//It might have more than one SLA attached
    gs.print('Number ' + gr.number + ' has SLA attached? ' + (hasSLA.hasNext() ? 'Yes' : 'No'));
    hasSLA.stage = 'cancelled';
    hasSLA.update();
    // hasSLA.deleteRecord();  // or mark cancelled/complete
 }
}

Thanks,
Bhimashankar H

-------------------------------------------------------------------------------------------------
If my response points you in the right directions, please consider marking it as 'Helpful' & 'Correct'. Thanks!

[rahulchhibb]

Hi @Bhimashankar H - Thank you for replying.

The SLA stop/pause should be based on category "CS Team".
So if a case created has category as CS Team there should be no SLA attached. But if it is changed to any other category then SLA should be triggered/restart.
Can you help/advice about the business rule because updating each SLA definition won't be feasible (as we have 100+ sla definitions)