SLAs on Incident Tasks

[Janelle3]

We want to encourage the use of incident tasks for complex high priority incidents where the work of multiple teams is required in parallel / in collaboration. However incident tasks do not seem to have SLAs attached. The Incident Task form shows a Priority but there is no tab for Task SLAs or even the SLAs of the Parent incident. The issue is the team assigned the Incident Task does not get to see the elapsed percentage time, breached etc and so does not get a sense of the urgency and remaining time before SLA breach. Is there a way to show SLAs on the Incident Task itself? Preferably with minimal customisation.

Thank you!

[Jaspal Singh]

Hi Janelle,

Yes, you can. All you need is to configure SLA definitions for Incident task table. Once done you can add the Task SLA related list to the incident task form.

[ServiceNow Use6]

Hi Janelle,

Please navigate to SLA -> SLA Definition from Application Navigator. There you should have OTB SLA's for various priorities. Probably they are not active. Make them active.

For more information,

https://www.youtube.com/watch?v=vjPFVcL248s&ab_channel=BasicoServiceNowLearning

Regards

Suman P.

[Tony Chatfield1]

Hi, the functionality is the same regardless of task type and you can add the task_sla related list to incident_task in the same manner as incident via the UI menu at top of form.

[Janelle3]

Thank you very much to everyone who has replied! I work within Service Management and don't have developer/admin access so I can't see what's possible to configure beyond reading ServiceNow doco and what I learn through these forums. How would you advise setting the SLAs on the Incident Task? Ideally I would want the SLA clock on the Incident and its child Incident Tasks to be in sync.

The scenario I'm thinking these would be used in is we have a complex incident that requires multiple teams to either investigate/do work in order to resolve. The person coordinating the incident resolution can hold onto the Parent incident while assigning work to various teams through the Incident Task. All teams should have visibility of the overall Incident SLA as that is their shared resolution target. It's really just about having this shared visibility and sense of urgency, which you don't get when you are assigned an Incident Task in our current system configuration. 

Since there will be separate SLAs associated with each Incident Task and parent Incident, they may start off being created in-sync (e.g. by having the Incident Tasks inherit due date or elapsed time of the Parent Incident upon creation), could they become out of sync when Tasks are put on hold and the SLA clock is stopped?

As another alternative is it possible to not actually create separate Incident Task SLAs, but just have the Parent Incident SLA/resolution clock visible on the Incident Tasks?

Thank you!