Need to adjust SLA Breached time

KannababuP · ‎10-04-2024

How to adjust time for SLA breached cases

Some of the procurement cases raised under Travel & Expense remained empty, without being assigned to respective assignment groups and this has resulted in SLA breach.

I would request you to revise the SLA

Dr Atul G- LNG · ‎10-04-2024

Hi @KannababuP

You need to change the existing SLA definition and then repair the SLA for these cases. But changes in sla definition will impact new cases as well.

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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View solution in original post

Dr Atul G- LNG · ‎10-04-2024

Hi @KannababuP

You need to change the existing SLA definition and then repair the SLA for these cases. But changes in sla definition will impact new cases as well.

*************************************************************************************************************
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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