Spotlight - Can I have a criterium based on SLA percentage?

[Tom Sienkiewicz]

Hey Everyone,

wondering if it is possible to set up a Spotligh criterium that will allow to add weight based on the elapsed percentage of a specific SLA, let's say for Incident.

For example, 50% - weight 50, 75% - weight 75, 90% - weight 100 and so on.

I'm not sure how that would be set up, it does not seem I can leverage the Task SLA table for this since the weight needs to be assigned to the respective Incident. I was thinking about an indicator, but again, all example incdicators fo rIncident seem to be base don the Inicdent facts table, and not Task SLA...

has anyone configured something similar, if yes could you guide me a bit on how this can be acieved? Many thanks!

[SwarnadeepNandy]

Hello @Tom Sienkiewicz,

One possible solution is to use the SLA Percentage Timer action, which is available in the San Diego release of servicenow. This action allows you to identify when a task SLA record reaches a specific percentage value and perform other actions or flow logic that is based on the SLA percentage. For example, you can send a notification, update a field, or trigger a script when an SLA percentage reaches 50%, 75%, or 90%. You can configure this action in the Flow Designer by adding it as a step in your flow.

Another possible solution is to use SLA conditions, which are expressions that control when an SLA record is created, updated, or completed for a particular task. You can define SLA conditions in the SLA Definition form by using the Start condition, Stop condition, and Pause condition fields. You can also use the Advanced checkbox to write custom scripts for your SLA conditions. For example, you can write a script that checks the percentage of the SLA duration and updates the w...

A third possible solution is to use a workflow to send notifications for incident SLAs that have breached more than 100%. You can create a workflow in the Workflow Editor by adding activities such as Timer, If, and Notification. You can configure the timer activity to check the percentage of the SLA duration and the if activity to evaluate a condition based on the timer value. You can then send a notification with a custom message and weight value based on the outcome of the ...

I am not sure, if these will help you to exactly what you want to achieve, but in case it helps.

Kind Regards,

Swarnadeep Nandy

[Tom Sienkiewicz]

Hi, thank you for your input. I know about those mechanisms, the question was specifically about Spotlight and is it possible to have such criterium applied there.

[AEterni]

Hi,

Yes, you can use a performance analytics indicator. See below.

[Tom Sienkiewicz]

Hi, can you check what is the Facts Table for the Indicator Source you posted? Thx