question Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition? in ITSM forum

Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition?

lavu — Tue, 04 Dec 2018 03:33:58 GMT

Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition?

Re: Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition?

Deepak Ingale1 — Tue, 04 Dec 2018 03:45:15 GMT

Hi,

https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-level-management/task/t_CreateAnSLADefinition.html

This has information what you are looking for. This enables to define SLA to follow the schedule based on fields defined on TASK.

eg, you can create a schedule field on sys_user_group table and have it used in SLA definition so that when incident gets assigned to particular group, it will follow the schedule of that group. Likewise, you can leverage schedule fields from CMDB , business services etc.

Note: Please mark reply as correct / helpful if it answers your question

Re: Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition?

rahulpandey — Tue, 04 Dec 2018 03:46:22 GMT

Hi, The schedule source field allows you to dynamically use the schedule instead of one schedule. One of the example is : Create a schedule reference field on group table, and then go to any SLA of incident table, use schedule source field to walk down to assignment goup's schedule field, like assignment_group.u_schedule. This way, you can have one sla with dynamic schedules defined on ground table

Re: Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition?

smd — Tue, 04 Dec 2018 04:28:28 GMT

Hi Rahul,

We have a similar requirement, where we need Schedules to be Dynamically changing based on Assignment group.

I have created schedules field in Group table and referred associated schedules in it,

But after creating incident, when I switch between assignment group schedules are not getting changed.

please help me with this

Regards,

Dinesh

Re: Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition?

Deepak Ingale1 — Tue, 04 Dec 2018 04:36:47 GMT

Hi Lavu,

Could you please mark answer as correct and close the thread. This helps other community members to search the content based on correct answer if they have same question :), and needless to say, contributor gets points against the reply as well. So please assist and close the thread if you don't have follow up questions

Re: Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition?

lavu — Tue, 04 Dec 2018 04:38:50 GMT

HI deepak,

I have created schedules field in Group table and referred associated schedules in it,

But after creating incident, when I switch between assignment group on the incident form, schedules are not getting changed. could you please help me out in this

Re: Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition?

rahulpandey — Tue, 04 Dec 2018 04:43:48 GMT

Hi Lavu,

The behaviour you are seeing is correct and expected. SLA can consider dynamic schedules on the of creating sla_task but, it doesn't consider changes on schedule once it has been created.

Re: Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition?

Deepak Ingale1 — Tue, 04 Dec 2018 06:33:34 GMT

Firstly, we must make sure that SLA is customer facing metric, it has hardly anything to do with what "n" number of assignment groups requests or incident goes through for fulfillment or resolution.

So if we consider this fact, SLA can follow the first assignment group schedule only, does not matter what "n" assignment groups you assign incident later on. This is due the fact that SLA still have not met the "cancel" or "reset" or "restart" condition and hence original SLA will keep running.

IF you STILL want to do something fancy, you can create a true / false field and sets its value whenever assignemnt group changes and put that as START condition for SLA along with other conditions.