SLA Exceptions

karengillan
Tera Contributor

‎10-10-2017 05:42 AM

We have SLAs defined with our client.   Our client has MANY departments/agencies.   Some of these departments or agencies want to have exceptions to the agreed upon SLAs (for example: Only apply SLA to my Production environment, not my lower environments, all of my environments except exchange, etc.).   Is it possible to create exceptions for SLAs within the tool without creating 100 different SLA rules/workflows?   Anyone have any suggestions?

Thanks

Labels:
0 Helpfuls
  • 2,494 Views
1 REPLY 1

abhishekdash
ServiceNow Employee
ServiceNow Employee

‎10-10-2017 05:46 AM

Hello Karen,



You can set the start condition accordingly. Put the condition so that it only runs for specific environment. In case you have no fields to set the condition, you could create a field and run the SLA based of that field's value.



Thanks,


Abhishek


0 Helpfuls