Lesson 3
3. Attach SLA to tasks
To attach an SLA to tasks in ServiceNow, you need to create or modify an SLA Definition, specifying the target table (e.g.,
sc_task) and conditions for when the SLA should start, pause, and stop. You can then apply this definition to relevant catalog tasks based on specific criteria, such as item name or other variables.
Here’s a more detailed breakdown:
1. Create or Modify SLA Definition:
- Navigate to Service Level Management > SLA Definitions.
- Click New to create a new SLA definition or open an existing one for modification.
- Name: Provide a descriptive name for your SLA (e.g., “Catalog Task – Network Issue Response”).
- Table: Select the table where the SLA will be applied. For catalog tasks, this is typically
sc_task. - Start Condition: Define the conditions under which the SLA should begin timing. You can use related fields from the catalog item (e.g.,
Request Item.Itemto target specific catalog items). - Pause Condition: Define conditions that will temporarily pause the SLA timer (e.g., if the task is put on hold).
- Stop Condition: Define conditions that will end the SLA timer (e.g., if the task is resolved or closed).
- Retroactive Start: Determine whether the SLA should start from the time the task was created or from a later point based on your criteria.
2. Applying the SLA Definition:
-
Catalog Items:If you’re applying the SLA to catalog tasks related to specific catalog items, you can define the SLA start condition based on the
Request Item.Itemfield. -
Other Tasks:For other types of tasks, you can define conditions based on other relevant fields in the task table or related tables.
3. Verifying the SLA:
- After creating or modifying the SLA, you can verify that it’s correctly attached to tasks by checking the “Task SLA” related list on the task record.
- You can also use the list view of tasks to filter for records where the SLA is active or breached.
Example Scenario:
Let’s say you want to create a 4-hour SLA for catalog tasks related to a specific catalog item called “Laptop Request”.
- You would create an SLA definition with
sc_taskas the table. - The start condition would be
Request Item.Itemis “Laptop Request”. - You can set a pause condition, like if the task is on hold.
- You can set a stop condition, like if the task is resolved.
- After creating this SLA, any new catalog tasks created from the “Laptop Request” item would automatically have this 4-hour SLA attached.
By following these steps and tailoring the SLA definitions to your specific needs, you can effectively manage and track service levels for various tasks within ServiceNow.