Setting the due date in the Incident table

[zilliumsmith]

Hi

I am just starting out with ServiceNow and I am trying to configure SLA definitions. I want to understand how and why due date field is set in the Incident table. 

Is setting the due date in the incident table a best practice in ServiceNow? Since we can run multiple SLAs at the same, based on which SLA do we set the due date? 

What do the industry gurus do and what works for you guys?

Thanks

[SanjivMeher]

Ideally there should only be one resolution SLA. You can set the due date to the Resolution SLA breach date.

[zilliumsmith]

Hi Sanjiv

How is the resolution SLA decided upon? What I mean is, if I have multiple SLAs running how do I decide which one is my resolution SLA?

Also, is setting the due date a best practice? what would you recommend? to set the due date or use the field in the task_sla table? 

[SanjivMeher]

Most of the companies have one resolution SLA and one response SLA. 

Response SLA is from the the date incident is created till the incident is responded or assigned to an individual.

Resolution SLA is from the date incident created till the incident is resolved.

If you have too many SLA's, check if all are running. Sometimes, if you have multiple vendor working in your incident management, each vendor may have different SLA.

But only one runs at a time depending on the Assignment group.

We are setting the Due date in our incident management, since analysts don't check the SLA tab. So we try to grab the Breach date of SLA and copy it to the due date. 

It is a nice to have, so that analyst will know, how much time they have to fix the incident