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08-05-2024 06:44 AM
We have 3 SLAs running in Brit, requirement to configure all SLAs to start when condition matches and All SLA's starting should exclude pause time.
Eg. INC647466
1.SD SLA 1: INC P1-P4 Response 30M -> SD SLA 4: P2 INC Restoration 8H (tech assigned)->SLA paused->EUS SLA 16: P2 INC Restoration 8H->SLA paused->IR-02: INC P2 Restoration
Since 'IR-02: INC P2 Restoration' calculating from the start of the ticket, is it possible to calculate time excluding both pause times ticket been waiting for customer to respond.
Solved! Go to Solution.
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08-13-2024 12:47 AM
Again: the requirement makes no sense. This has nothing to do with SLA management. It can be that the requirement is valid, but not from a Service Level Agreement point of view. This is not how it works, process wise.
What is the requirement your requestor has? It seems like there is a real SLA and other stuff is being done for reporting purposes. If that's the case, fine, but it's not communicated like this.
Next to that: OOB, you can't do this, so you will be needing customizations on the SLA engine within ServiceNow, which isn't going to be easy to do. An SLA record runs on a schedule and measures the time it takes to get from a to b. You want to set that time based on other records.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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08-13-2024 12:56 AM
Sorry for delay, I was on leave yesterday. The case look like complicated where more than a system the human intervention is required to do all the plus and minus. and I still did not get the need of this calculations.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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08-13-2024 12:47 AM
Again: the requirement makes no sense. This has nothing to do with SLA management. It can be that the requirement is valid, but not from a Service Level Agreement point of view. This is not how it works, process wise.
What is the requirement your requestor has? It seems like there is a real SLA and other stuff is being done for reporting purposes. If that's the case, fine, but it's not communicated like this.
Next to that: OOB, you can't do this, so you will be needing customizations on the SLA engine within ServiceNow, which isn't going to be easy to do. An SLA record runs on a schedule and measures the time it takes to get from a to b. You want to set that time based on other records.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
- Mark as New
- Bookmark
- Subscribe
- Mute
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08-13-2024 12:56 AM
Sorry for delay, I was on leave yesterday. The case look like complicated where more than a system the human intervention is required to do all the plus and minus. and I still did not get the need of this calculations.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
****************************************************************************************************************