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.
- 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: A Pause Condition is a rule that temporarily stops the SLA clock without marking it complete. The SLA resumes automatically when the condition is no longer true.
- Stop Condition: A Stop Condition is a rule that ends the SLA timer permanently for a task. Once the stop condition is met, the SLA is considered complete and will not resume.
- Retroactive Start: Retroactive Start allows an SLA to begin from a past time instead of the moment it’s applied to a task. It ensures SLA timing is accurate even if the SLA is attached after the task was created.
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Catalog Items:
In ServiceNow, you can apply an SLA Definition to a Catalog Item to track response or fulfillment time for requests.
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Other Tasks:
In ServiceNow, SLA Definitions can be applied to any task-based table, not just incidents or catalog items. This ensures consistent tracking of response and resolution times across different types of work.
- 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.
- 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.