OOB SLA Engine

[Pavel87]

Dear Colleagues,

I need your advise in one huge topic that I am currently facing on. In my company we have ServiceNow since 2011, it's pretty old, huge and higly customized environment. Right now we are on Kingston. We just begins the decustomization process which is really complicated and hard to achieve. However, one part of this process is to revert SLA engine to OOB, because in every release we have some issues due to our cutomization. It's a first thing that we want to revert to OOB, and I am little bit lost actually. Could you please advise me, if there is any other way to achieve this inetad of checking each script, property, rules one be one and compare it with OOB fnctionalities? I don't even know where should I start checking and reviewing. Is there a list for example where ServiceNow is storing everything related to SLA engine? Any advises are more than welcome and will be highly appreciated.

Many thanks

[Tommy SN Sahlin]

For starters, you can see if you have any of the default SLA workflows intact in your environment: Default SLA Workflow or Default SLA Repair Workflow (I believe they are identical) and apply one of them to your existing SLA Definitions instead of your customized one(s). That will bring you back to OOTB regarding SLA workflows, at least. What other issues are you experiencing?

hope that helps  /Tommy

[Pavel87]

Thank you very much Tommy for advices, I will check it for sure. Is there any need to change also SLA definitions? Or some other logic? For now I don't see any issues, just one sla definition is not being processed correctly, but I've already found there logic issue.

Best regards

[Tommy SN Sahlin]

If you mean regarding the workflows, you would want to check the SLA Definitions to see which workflow they are using, to make sure they utilize the Default SLA Workflow (once you've replaced it). You can see that easily by adding the "Workflow" column to the "SLA Definition" list.

[Tommy SN Sahlin]

As you can see in OOTB (London), they are using SLA notificarion and escalation workflow for resolution type SLAs and Default SLA workflow for response type SLAs. Hope that helps!