Problem SLA's

[Manasa_29]

Hi
We are trying to implement new SLA's for problem tickets. Could someone guide us on how to implement them what should be the start and stop conditions based on the problem states.

[Mark Manders]

We can't answer that for you. An SLA is an agreement between two parties. So you need to look at the agreement and check what is in there. If you have agreed that a problem should be mitigated with a work around within a week and should be permanently fixed within a month, your start is 'problem created' and the stop condition would be when the work around is delivered and when it's completely finished. 

But without knowing why you want SLAs on your Problems or the agreements made, we can only guess what your conditions should be.

[Sujit Jadhav]

Hello @Manasa_29 ,

Firstly you need to 
Define the SLA Policy for Problem Tickets > Create or Modify SLA Definitions > Set Start Conditions > Set Stop Conditions > Configure Pause Conditions (Optional) > Create or Modify SLA Rules > Test the SLA Configuration 

Here’s an example of start and stop conditions for a Problem ticket in the context of SLAs:

 

For Start Condition:

• State changes to In Progress (i.e., the technician starts working on the problem).
• Priority is set to High or Critical (depending on business requirements).

For Stop Condition:

• State changes to Resolved (i.e., the problem has been solved).
• State changes to Closed (i.e., the problem has been officially closed).
• SLA breach (when the problem exceeds the expected resolution time).

For Pause Condition:

• State changes to On Hold (i.e., the problem is awaiting additional information or action from an external party).

If my answer helps you mark helpful and accept solution

Regards,

Sujit

[Dr Atul G- LNG]

Hi @Manasa_29 

OOTB there is  NO Sla given by SN.

- You can create your own SLA - On state wise like to assess in x day, RCA is Y days.

- You can add SLA on Problem task as well

- You use OLA with task assigned to multiple teams

[Uncle Rob]

You can't build something that isn't defined.
Without talking about ServiceNow functions or fields.... you tell us what the Service Level Agreement actually is that you're tasked to build