Multiple SLAs on a Single Incident – How Does ServiceNow Handle It?

[neerajydv11]

Hi Everyone,

I have a question regarding SLA behavior in ServiceNow when multiple SLAs are applied to a single Incident.

Specifically:

• Do all applicable SLAs run simultaneously on the same Incident?
• How does the system track and display multiple SLA timers?
• What happens if the SLAs have different start, pause, or stop conditions?
• Is there any priority or conflict resolution between multiple SLAs?

Additionally, I have one more scenario:

• What happens if two SLAs are created with the exact same condition (for example, both for Priority = P1) and both get applied to the same Incident?
• Does ServiceNow treat this as a valid scenario, and how should it be handled from a best practice perspective?
• Is this considered a good practice or something that should be avoided?

I would really appreciate if someone could explain this with a real production example and share best practices to handle such situations.

Thanks in advance!