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

[Pavel87]

Thank you Tommy, it is very helpful.

As I checked, we have custom workflow for "Default" and "Notification and escalation", so I will be able to revert it to OOB.

Should I also pay attention to script includes or business rules related to SLA functionality and compare it with OOB? What do you think?

Thanks

[Tommy SN Sahlin]

Off the top of my head, I think it woudn't be likely they are tampered with, but it's not my strongest area, perhaps someone with more experience would have another opinion. For starters you could enter contract_sla.config in the Application Navigator and take a quick look through the different tabs, see when they were updated and by whom etc. Shouldn't take very long...

hope that helps  /Tommy