question SLA Count in Community Central forum

SLA Count

AnneIvyG — Fri, 15 Aug 2025 08:35:15 GMT

Hi,

I new in using ServiceNow, I hope someone can answer my question.

When does the SLA count starts? Should it start in draft status?

Re: SLA Count

AndersBGS — Fri, 15 Aug 2025 13:55:45 GMT

The SLA start based on the SLA definitions that you have developed. So basically, it should be defined according to your business process and agreements.

You can find the product documentation here: https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/product/service-level-management/concept/c_ConfigureSLAs.html

Re: SLA Count

GlideFather — Fri, 15 Aug 2025 14:05:12 GMT

Hi @AnneIvyG

first of all, SLA are of two types - response and resolution.

Response is completed when it's assigned to somebody ("somebody noticed it") and Resolution is when the ticket is closed.

Each SLA definition:

Has its own conditions when to Start, Pause, Restart, Cancel, Close.... and it is unlimited variety in how to implement this. You can have different set of conditions and rules for incidents for Assignment Group A and for RITM for Assignment Group X... each client has different needs.

Important thing to realise is that SLA is applied on a table - Incident, RITM, Problem, Demand, etc...

For Incident it can be different per Priority, Priority 1 needs more attention than Priority 4 or 5 but it can be also per Category or anything you can imagine... there's no universal rule. But this shall be outcome of some contracts so you should be told the conditions before applying.

This is an example of SLA for Incidents with Priority 1:

Start:

Pause:

Stop:

Reset:

You can have many SLA definitions in parallel if needed.

Re: SLA Count

GlideFather — Fri, 15 Aug 2025 14:12:38 GMT

@AnneIvyG

for more theory, refer to this documentation for further details: Create an SLA definition or this Community post:Understanding SLA in ServiceNow: Key Insights.and this page What is an SLA?

For some real experience, SLA is (among others) a part of these trainings:

Re: SLA Count

Bhuvan — Fri, 15 Aug 2025 14:17:47 GMT

@AnneIvyG

For someone new to ServiceNow, I would start with what is SLA and how it is configured in ServiceNow.

Typically SLA conditions should be based on your business commitments and it varies from customer to customer.

Go through below useful links and try to setup in PDI your own SLAs and understand how it works.

https://www.servicenow.com/au/products/itsm/what-is-sla.html

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547356

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547389

https://noderegister.service-now.com/kb?id=kb_article_view&sysparm_article=KB0529411

https://www.servicenow.com/community/itsm-articles/service-level-agreement-sla-an-overview/ta-p/2308115

Thanks,

Bhuvan