Are Multiple SLA definitions Enabled on 1 record?

[carlav]

If I have SLA definitions created on Incident table that over lap (example:  SLA Definition with Condition that Priority is 4 AND SLA Definition where Subcategory is eDiscovery; here an Incident is opened and set to P4 with Subcategory of eDiscovery.... would both SLA definitions activate on this 1 Incident record?)?

The requirement is to have some general SLA Definitions based on Priority but then some more granular ones by Subcategory where if a Subcategory SLA Definition is specified it would over ride the Priority SLA Definition - how can I accomplish this?

[Boyan1]

Hello, 

You can have as many SLA definitions related to 1 record as needed. Of course the conditions need to be met.

Further details need about SLA definitions configuration can be found here:

https://docs.servicenow.com/bundle/rome-it-service-management/page/product/service-level-management/concept/c_SLADefinitions.html

Best regards,

Boyan

[carlav]

Is there an easy way to make it only 1 SLA definition per record (like on Inbound Actions or Business Rules you can set Order to follow and as soon as met it stops looking?)?

Or would I have to add a condition that the Subcategory IS NOT on the General Priority SLA Definition if I only want that Subcategory to follow its specific SLA Definition?

[Boyan1]

Hello, 

Unfortunately, it would not happen like inbound action or BR. First you need to make a general definition per priority and then separate ones, based on the categorization.

Depending on the desired behavior, you might need to play a little bit with the condition.

Best regards,

Boyan 

[Sourabh26]

Hi,

There should be single SLA per record which was configured based on the Assignment Group and Priority. Although you can configure multiple SLA's based on different condition (not recommended).

Scenario 1: For INC00001

Priority - 2

Group - Network

SLA has been triggered based on the group. Now here the network team needs more time to check and resolve the issue (lets say 3 hours).

Now suppose in the meantime the ticket has been transferred to the Database group as this was not related to Network team.

Then new SLA should be triggered for Database group and the previous one (for Network) should be cancelled/stopped.

Mark this as Helpful/Correct if this helps you in anyways.

Regards,

Sourabh