SLA Due unknown

[kevwatson]

As per the attached images, the SLA Due field is showing "unknown".   Ideally I want two field in this template:

1. Resolution - A field showing when the resolution date and time is due.
2. Response - A field showing when the response date and time is due.

I'd like both of these fields to visually indicate when that SLA has been achieve or breached.

Also could you tell me what constituates a response by default in ServiceNow? For example I've added a note to an incident that the customer would see, this hasn't stopped the SLA Response clock?

[istvanwellmann]

Hi Kevin,

I don't think this field is still in use. However, if you want to use separate resolution and response due date fields, then you can create those, and implement some calculation for them (e.g., by creating a business rule on Update or Insert of a task_sla record which will update one of these fields based on the earliest planned end dates of that type of SLA). Depending on your services, you may want to use OLA due dates as well. You can use the business time left on your most relevant task_sla record to apply a style highlighting the field once it is breached.

The definition of response by default is the incident leaving the New state and getting an assignment person, but to make sure, you can always check the actual Stop conditions of your response SLA definition.

[kevwatson]

Would you be able to send a screenshot with an example, hopefully that will make it clear for me?

[istvanwellmann]

Kevin,

here is one functioning example implementation, it works when your task has only one active task SLA of each kind. If you have more than one resolution SLAs on a task, then you probably want to cycle through all active resolution task SLAs of the same task, and calculate a consistent due date from them, or your resolution SLA due dates will go wild. You can extend this for OLAs if needed. However, using SLA due dates on tasks is not the best option, I would rather use the task SLA records.

First, create your new fields:

Then write a business rule:

You can also play with the Has Breached flags or business times of task SLAs to mark one of the task objectives met, failed or approaching failure, which can then be used in field styles.

Hope this helps.