In this article, we will see how to configure the "SLAs and Timings" section under Record Information tab.
Configure the SLA timer to determine which task SLA must be displayed as part of the timer component.
➡️ Navigate to All > Service Level Management > Administration > SLA Timer Configuration.
Note: Default demo records are listed.
➡️Based on your requirement, create a new record with SLA Timer source.
None : Do not want to show the timer.
First to breach : Display the task SLA with the earliest breach time.
Task to SLA mapping : Define the SLA Definition mappings to ensure that there is always a preferred SLA definition.
➡️In this article, we are going to consider "Task to SLA mapping" as SLA Timer source. When "Task to SLA mapping" is considered we need to define the SLA timer configurations mappings.
For example, INC0010001 holds a Priority 5 Response SLA but not an resolution SLA tagged.
In the SLAs and timings tile, the "Response SLA" information displays as "Completed" but the Resolution SLA displays as "No Matching SLA".
On analyzing the existing configurations, its found that incident response SLA timer configurations mappings are available for Priority - 5 (as highlighted).
Whereas the incident resolution SLA timer configurations mappings are not available for Priority - 5.
If no SLA found or no custom mappings are done, the tile displays the status as "No Matching SLA found".
By configuring the above, we can get more details on the tile without navigating to the task SLAs in "Related Records"
Note: The SLA Timer Configuration application comes only with demo data, it is always advisable to create your own configuration records.
Other SLA status snippets :
References : https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/service-level-man...
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