Update SLA automatically based on Affected CI

Madhu5 · ‎01-31-2022

I have come accross an interview question.Please help me answer this

Based on the affected CI selected on the Incident form,the SLA duration should be calculated automatically.How to achieve this.

Dhananjay Kulk1 · ‎01-31-2022

Dear Madhu,

We had done this.

For answering in an Interview, I would say that we would map every configuration item with particular priority and then use SLA based on priority per CI.

So even if there are millions of Configuration items, there are only 4 or 5 priorities. SLA would be dependent on Priority.

This is the recommended approach.

Both the fields are out of the box. If you start mapping CI's with SLA, it would increase the customization level.

Thanks

Dhananjay

View solution in original post

Servicenow Use5 · ‎08-29-2022

I think Allen's question makes sense here because the interviewer would want to understand how you would implement the solution for Madhu's response .

Allen Andreas · ‎09-01-2022

🙂

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!