Request SLA

[stevenm]

I set up an SLA on a Request (sc_request).   That's great and all but what field do I use to display the SLA on the Request form?   From searching SLA Due is no longer used so what is the field to use.  

[Chuck Tomasi]

Hi Steve,

There's no real 'field' to display because you can have many SLAs running on any given task (requests included.) You could have one for a business service SLA while at the same time an internal team SLA and vendor underpinning contract - all at the same time. One could be breached while others are still OK.

If you only   ever have one running on sc_request, and you prefer, you could create a field on sc_request, and a business rule to run against task_sla to keep your custom field updated when the SLA record is updated.

Business Rules - ServiceNow Wiki

Business Rules Best Practices - ServiceNow Wiki  

[stevenm]

Chuck,

Allow me a follow up.   My users would like SLA on each request type.   Now, we haven't delved too deeply into it yet.   I have asked them if they want an SLA on each request with another, I guess, OLA on each task within the request.   How have you seen others do this?   An SLA/OLA for each task as well as one for each request type?   Then I'd need to adjust the request SLA based on what is going on with each task?   What's recommended?   I'll present that to our decision makers.

[Chuck Tomasi]

Hi Steve,

Good questions. SLAs and metrics are to measure what YOU feel is important to measure. SLAs have an advantage over metrics in that they can have an attached workflow to trigger notifications, etc. automatically whereas metrics are purely from a reporting standpoint.

Take a look at the process and determine what you want to measure and what actions you want to take based on those that do not meet your desired targets. That will help you determine if you want to put the SLA (or metric) on the request, the request item, or individual tasks. I've seen it done many ways over the years and each is configured to meet the customer's own requirements.

I hope that didn't sound too "politician".

[stevenm]

Sorry for all the follow ups but I'm not too familiar with SLA and I know I'm going to be asked.   So in Incident we can actually see the SLAs under a section called Task SLAs. I will be asked why can they be seen there but not in Requests.   Just the nature of the beast?   And if I put SLAs on sc_task can I display them somewhere like with Incident or is it the same scenario as with sc_request? I'm trying things out and then emailing you.