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.

[Bhimashankar H]

Hi @rahulchhibb ,

This will act as single gate, add a small Before Insert Business Rule on task_sla that aborts insert when the parent task is a CS Team case.

• Table: task_sla

• When: before insert

• Condition: current.task.table == your case table

(function() {
  // Only for your case table
  var task = current.task.getRefRecord();
  if (!task || task.getTableName() !== 'your_table_name') // replace with your table
    return;

  // Check your exclusion logic
  var isCSTeam = (task.category + '') == "CS Team";  //Check the correct field from the reference record

//isCSTeam=current.task.category  =>If above doesn't work try this

if(isCSTeam){
    current.setAbortAction(true);
  }

})();

Thanks,
Bhimashankar H

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

[Bhimashankar H]

Hi @rahulchhibb ,

I hope you saw my reply. 
If my response points you in the right directions, please consider marking it as 'Helpful' & 'Correct'. It will help future readers as well having similar kind of questions and close the thread.

Thanks,
Bhimashankar H

[rahulchhibb]

Hi @Bhimashankar H - yes, your solution was helpful and guided me correctly.

To clarify for future readers: In addition to the Before Insert Business Rule (BR), I created an After Update BR to cancel SLAs. These two BRs operate on the task_sla and sn_customerservice_case tables, respectively.
Now, when a case is created with the "CS Team" category, no SLA is attached. For cases created with other categories (where an SLA is attached), changing the category to "CS Team" cancels the SLA.

[Bhimashankar H]

@rahulchhibb ,

glad my solution guided you in right direction and that's great you added for your use case.

If my response wasn’t a total disaster drop a Kudos or Accept as Solution. This helps in removing this question from unanswered list and users to learn from your thread. 

Regards,
Bhimashankar H