OLA Handling in Incidents

Suj
Mega Contributor

‎12-14-2018 12:35 AM

Could you put your thoughts on how OLAs are handled in incidents? From customer’s point of view, it is one SLA for his/her reported issue. But there can be situations that the resolution should flow through different group where we need to measure individual group’s OLAs. In ServiceNow we can have multiple tasks for one incident. My questions are:

- Is it possible to define different OLAs to attach to incident tasks?

- Even if possible, can we predict workflows for incidents? Means one incident differs from another

- On this ground, how OLAs are managed for not classified incidents where multiple groups work?

Sharing your experience and idea on this is highly appreciated

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Ct111
Giga Sage

‎12-15-2018 04:34 AM

Hi,

 

PFB answers

 

1) You need to configure OLA based on diff condtions then you can assign multiple OLA's 

https://community.servicenow.com/community?id=community_question&sys_id=2fbdc76ddb9cdbc01dcaf3231f961925

 

2)  yes . You generally configure Workflows based on conditions  so put the conditions accordinly in your case as per your requirement under Conditions tab in Properties when you checkout.

 

3) https://community.servicenow.com/community?id=community_question&sys_id=42ff8ba5dbdcdbc01dcaf3231f961967

 

Mark my ANSWER as CORRECT and HELPFUL if it helped.

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