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09-01-2022 03:05 AM
Hello.
I have an issue with my SNOW where two of my customers ('Companies') are having legacy SLAs ('SLA Definitions') applied to them.
I suspect for some of these companies items ('Configuration Items') multiple SLAs are being applied.
The only view for SLAs I seem to have in the Configuration Item view is 'SLA Condition' which is not showing anything unusual.
Is there a way you can view the underlying discrete 'SLA Definitions' in Service NOW? Like a report or something?
I'm not technical, I am asking as our SNOW Administrators are not sure either.
Thanks!
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09-01-2022 10:38 PM
First of all: SNOW and ServiceNow are to completely different products/companies.
And even though a ServiceNow administrator should now how to find which SLA is triggered for which record and why: you say legacy SLA's are applied, so that means you have those active in the system, otherwise they couldn't be triggered. Do they also have the 'correct' SLA attached? If so, just inactivate the 'legacy' definitions and you won't be bothered by those anymore.
Steps to troubleshoot should start at the attached SLA that's not supposed to be attached. What are the conditions there. If you know that, you could start thinking about finding all of them via a report (if it's in the conditions, it will be hard to find, if it's through contracts/products you may be able to filter on those). If no report is possible, you need to look through the definitions' conditions.
But in my opinion you should be the one to report something not going as it should and have the admins figure out what's going on.
If my answer helped you in any way, please then mark it as helpful. If it resolved the issue, please mark it as correct. This way others will find it in the solved queue and helps them on similar queries.
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09-01-2022 10:38 PM
First of all: SNOW and ServiceNow are to completely different products/companies.
And even though a ServiceNow administrator should now how to find which SLA is triggered for which record and why: you say legacy SLA's are applied, so that means you have those active in the system, otherwise they couldn't be triggered. Do they also have the 'correct' SLA attached? If so, just inactivate the 'legacy' definitions and you won't be bothered by those anymore.
Steps to troubleshoot should start at the attached SLA that's not supposed to be attached. What are the conditions there. If you know that, you could start thinking about finding all of them via a report (if it's in the conditions, it will be hard to find, if it's through contracts/products you may be able to filter on those). If no report is possible, you need to look through the definitions' conditions.
But in my opinion you should be the one to report something not going as it should and have the admins figure out what's going on.
If my answer helped you in any way, please then mark it as helpful. If it resolved the issue, please mark it as correct. This way others will find it in the solved queue and helps them on similar queries.
Mark
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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09-21-2022 12:59 PM
THanks, sir, ive gone back to my SNOW team, and we have identified the report. Next step is to dig into it and find the errant SLAs.
