SLA

[shashi123]

Hi Community,

Why do we need to cancel SLA in any specific real time. If anyone aware about please share real time scenario.

Thanks In Advance.

[Pratima Kalamka]

Hello @shashi123 ,

SLA attached to a task is canceled if the start condition on the SLA definition no longer matches.

In the start condition tab, you should have a field When to cancel, if not then add it on your form, and it has cancel conditions, make sure it is empty and when to cancel says cancel conditions are met.

Reason for cancel let say example :when incident priority changes from P1 to P3 than the sla related to P1 priority get cancelled and new SLA related to P3 will get attached.

Refernce link:https://www.servicenow.com/community/itom-forum/slas-cancelling/m-p/896758 .

If my reply helps or correct you click on the Helpful button  and correct button .

Regards,
Pratima.k

[AndersBGS]

Hi @shashi123 ,

You don't need to cancel any SLA, but SLA will cancel based on the conditions that you have defined in the SLA definitions. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[AndersBGS]

Hi @shashi123 

If my answer has helped with your question, please mark my answer as accepted solution.

Best regards

Anders 

[Abhishek Kathe]

There can be several real-time scenarios where it may be necessary to cancel an SLA in ServiceNow. One common scenario is when there is an unexpected issue or outage that prevents the SLA from being met. In such cases, it may be necessary to cancel the SLA to avoid penalizing the service provider unfairly.

Another scenario where cancelling an SLA may be necessary is when there is a change in the scope or requirements of the service being provided. For example, if the customer requests additional features or functionality that were not originally included in the SLA, it may be necessary to cancel the existing SLA and negotiate a new one that reflects the updated requirements.

In general, cancelling an SLA should be done judiciously and only when there is a valid reason for doing so. It is important to communicate any changes to all relevant stakeholders and ensure that the cancellation is documented and approved according to the organization's policies and procedures.