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.

[Manasa_29]

The main concern here is to redesign the problem states and create new SLA's. Currently problem states are not in a good shape, so we are trying to figure out how the states are used in problem SLA's and redefine them. So wanted to know if anyone has implemented the problem SLA's from scratch and what conditions are used in start, stop, pause and cancel conditions.
Currently the states we have are
New, OnHold, Deployed, Formal RCA Required, Awaiting change, Awaiting Release, In Dev, In Test, Known Error, problem Analysis, Ready for UAT, with 3rd party, closed.
We dont have any agreement with client regarding SLA's so we have to design based on what suits the best.

[Mark Manders]

Then what is your goal with the SLAs? What do you want to achieve? 

You are saying your states aren't correct, but what is your process? That should be the main thing. You first need to have a process and then you can build logic around it (like SLAs). 

If you don't even know what states you are going to use, then how are we to tell you what the SLAs should look like? And you have no agreements, so why do you want SLAs?

It sounds very weird that you want SLAs and from there decide what the process should be. This is attacking an issue from the wrong side.

[Uncle Rob]

You're trying to fix an engine before you even know WHAT THE VEHICLE IS SUPPOSED TO DO.

Without referencing ServiceNow, what is the AGREEMENT between consumer and provider, which should already be formally defined before you build in ServiceNow.

[Dr Atul G- LNG]

Hi @Manasa_29 

So it is process issue, i will say follow the Now Create Problem management process workshop ppt and bring everything OOTB and then apply SLA.

[Runjay Patel]

Hi @Manasa_29 ,

Before implementing SLAs, you need to clearly define:

• Objective: What are the SLA goals? (e.g., Resolve problems within X hours).
• Applicability: Does the SLA apply to all problem tickets or specific categories or priorities?
• Time Frames: What are the SLA durations?
• Conditions: When should the SLA start, pause, and stop?

Once you are done with above then start crating SLA one by one.

• Go to Service Level Management > SLA Definitions.

• Click New to create a new SLA.
• Set the table to Problem [problem].

• Define the Conditions:

  • Start Condition: Define when the SLA should begin. For example:
    State is New OR State is Assess
  • Pause Condition (if applicable): Define when the SLA should pause. For example:
    State is Root Cause Analysis OR State is On Hold
  • Stop Condition: Define when the SLA should stop. For example:
    State is Resolved OR State is Closed
• Define the duration (e.g., 2 days for assessment, 3 days for resolution).
• Use the Default SLA Workflow/Flow or a custom workflow/flow to handle notifications and escalations.

• Save the SLA definition and test it on problem records.

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Regards
Runjay Patel - ServiceNow Solution Architect
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