Repair SLA on Closed incidents

[Ballela Siva Te]

Hi Team,

What is Repair Sla in detail ?

Can the Repair SLA can be applied to incidents that were closed ?

Regards

B Siva Teja

[Robbie]

Hi @Ballela Siva Te,

Check the follow ServiceNow Docs link for everything you need to know what the SLA Repair functionality is and how to configure it etc.

Let me know if you have any specific questions...

https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/service-level-managemen...

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Ballela Siva Te]

Hi,

Already I have checked in docs, but could not understand it.

can you please let me know if Repair SLA can be applied to incidents that were closed ?

[Ravi Chandra_K]

Hello @Ballela Siva Te 

Yes, You can run repair SLA on Closed Incidents.

It may not work in few scenarios depending on the SLA Conditions you have 

Please mark the answer as helpful and correct if helped.

Kind Regards,

Ravi.

[Robbie]

Hi @Ballela Siva Te,

To answer your question directly: Yes - you can apply the Repair SLA functionality against incidents that are closed.

(Just be mindful of any existing reports that may be affected, however it is assumed the records are going to be repaired because they are incorrect)

Depending on the number of records, I would recommend manually executing the "SLA Repair" link on the SLA record so as to remain targeted and for you to test and confirm results before proceeding on others. This provides much more control - again, based on the low number of records.

Be sure to read the documentation and test in a lower environment on the SLA Repair job first.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie