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Service Level Management (SLA) Resources - Support and Troubleshooting
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KB0623502

Service Level Management (SLA) Resources


12516 Views Last updated : Dec 21, 2022 public Copy Permalink English (Original)
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KB Summary by Now Assist

Issue

For the latest information, see http://docs.servicenow.com/?context=CSHelp:Service-Level-Management-Landing&version=latest

 

Product documentation

  • Service Level Agreement
  • Legacy SLA Engine
  • SLA Transitions
  • Task SLA Table
  • Convert an SLA to an SLA Definition
  • Configure Service Level Agreement (SLA)
  • SLA Condition Rules

Knowledge and troubleshooting

  • SLA Troubleshooting
  • How SLAs really work
  • SLA Condition Evaluation
  • Understanding SLA Conditions
  • Understanding SLA Timers: Actual Elapsed & Business Elapsed
  • Understanding SLA Schedules & Durations
  • Why Is My SLA Not Getting Attached to the task record?
  • Why Are Task SLA Records Getting Cancelled?
  • What is the Difference Between Actual Elapsed & Business Elapsed time?
  • Why are the Actual elapsed time and Business elapsed time not correct on the task SLA record?
  • Why do task SLAs not get updated on refresh in Dashboards / Homepages / Reports?
  • Why do my users receive a notification that an SLA has reached a certain percentage when the task SLA record does not reflect this?
  • What is the purpose of the "SLA Due", "Made SLA" and "Escalation" fields on the Task record?
  • What is the difference between the "Default" and "Simple" SLA condition rules?
  • How can I define an SLA that has a Breach time (Planned end time) that is for a user-defined time?
  • Difference between Breach Time and Original Breach Time in SLA calculations
  • Debug and Troubleshoot the SLA Repair feature
  • Consideration about Pause

Videos

  • Follow-up on SLA schedules
  • Service Level Agreements (SLA)
  • SLA durations and schedules in ServiceNow
  • How To Configure SLA

Known Errors

  • HistoryWalker - SLA - Timeline | Using choice variable from record producer causes null pointer exception when reading through the history of the record
  • Incorrect timing calculation when attaching a Task SLA that is in a Paused stage at the time of attaching
  • SLATimeLineV2SNC can cause out of memory for records with large journal fields
  • SLA stages are being set to "Completed" for SLAs since upgrading to Jakarta
  • Dot-walking to the SLA Definition from the script in a business rule on the Task SLA table may not return the correct data when a retroactive Task SLA is created
  • Next business day calculates two business days if the start time is on weekends, holidays, or before business hours
  • Difference between Breach Time and Original Breach Time in SLA calculations
  • When a new Task SLA is attached to a Task, the Business Time Left and Business Elapsed Time fields may be empty instead even though some time has elapsed and/or there is still time left

 

 


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