Automated Indicators for SLA Definitions

[annemariem_]

I have several SLA Definitions to capture turnaround times with my process. I know need to link this to my PA dashboard but I'm unsure how to set up the Indicator Source. I used the SLA task table and conditioned it but it's not bring back results. Do anyone have any experience with SLA Definitions in PA?

[Michael Fry1]

My indicator source is pretty basic. Something like this:

[ChrisSteinke1]

Hi AnneMarie. Important question - are the SLA definitions for the Incident table, or against another type of record, such as Request Items, Changes or Problems?

The reason I ask is that out of the box the ServiceNow content pack for SLAs only allows the visualization of SLAs against Incident records (incident_sla). To look at SLAs for any type of record, you would need to create your own Indicator Sources pulling from the task_sla table. This might be why your indicators are not populating.

This is actually a common issue for ServiceNow clients, so common that our company built a free solution available on Share for exactly this purpose:

https://developer.servicenow.com/app.do#!/share/contents/9768939_task_sla_starter_pack?v=1.02&t=PROD...

This Share app is a free package of Indicator Sources, Indicators, Breakdowns and other objects, which instantly deploys a Task SLA Dashboard allowing you to see all SLAs instead of just Incident SLAs. 

If this is the sort of thing you need, I also recommend you check out the Task SLA Premium content pack on the ServiceNow Store. It contains 24 Indicators and more than 130+ widgets enabling you to visualize SLAs across all tickets. Best of all the content is available for free for 30 days in a sub prod instance to make it easy to decide if it is right for you.

https://store.servicenow.com/sn_appstore_store.do#!/store/application/f97effb9dbca5b006dc606e2ca9619...

Regards,

Chris

[annemariem_]

The SLA definitions I am measuring are for custom apps so I've actually set up specific Indicator Sources and Automated Indicators to capture the task details. I will however check out the other resources you mentioned and see how I can leverage them. 

Thank so much for your detailed response.