Landing page for Service Level Agreement (SLA)
Table of contents
Basic SLA Resources
KBs on behaviour of SLA
Latest Known Problems
Basic SLA Resources
Service Level Agreement
Legacy SLA Engine
Task SLA Table
Convert an SLA to an SLA Definition
Configure Service Level Agreement (SLA)
SLA Condition Rules
Configure SLA Properties
Changing SLA Definitions / Schedules for 'in-use' SLAs - Best Practices
Service Level Agreements (SLA)
Follow-up on SLA schedules
SLA durations and schedules in ServiceNow
How To Configure SLA
Knowledge Articles on behaviour of SLA
Understanding SLA times: Actual Elapsed Time and Business Elapsed Time
Difference between "Default" and "Simple" SLA condition rules
How SLAs really work
Understanding SLA Schedules & Durations
Understanding SLA Conditions
SLA Condition Evaluation
What is the purpose of the “SLA Due”, “Made SLA” and "Escalation" fields on the Task record?
Difference between Breach Time and Original Breach Time in SLA calculations
Consideration about Pause
SLA: Business Hours, Schedules & Time Zones
How to configure Service Offering SLA with Service Commitment?
Breach Time is displaying the wrong time / Breach Time updated after SLA is already breached
SLA's do not attach and do not get updated when the SLA engine is running asynchronously
Service Level Agreements (SLAs)s are not attaching to Incidents even though the SLA conditions match
Assignment group field on the SLA Breakdown records is not working as expected
SLA workflow notifications are not working as designed
Task SLA and SLA Timeline show different results when dot-walked fields used in SLA definition conditions
Repair SLA is broken when the Workflow is missing the 'Repair' path
Caller Location Timezone set on the SLA definition for [incident_task] table is not working
SLA Repair - when doing a repair, 'SLA Percentage Timer' activities are getting an activity.result == 'normal' instead of 'repair'
SLA timeline is not showing any progress of the attached SLA after cloning.
SLA Percentage Timer workflow activity is considering the Actual elapsed percentage instead of the Business elapsed percentage.
Duplicate SLA's are getting attached to Incident
SLA reset condition doesn't work correctly
SLA notifications are sent out at the same time for 25%,50% and 75% completion.
Breach time is not calculated as per the schedule defined on the SLA instead it is considering default 24/7 schedule
SLA is breaching during public holidays
Task SLA attached to the Incident a while ago, however the actual elapsed time is not in sync with start time
Task_SLA is not pausing when it meets the pause condition on the SLA definition. It pauses when it is repaired.
The 'Stage' field within the SLA table shows as 'in progress' for SLAs that are out of schedule
Incorrect SLA breach, sla stage is on pause but got breached.
When a user opens a record, the task SLAs in the related lists on the record shows the Task SLAs were updated by them at the time they opened the record.
SLA Breakdown system log error : failed to retrieve active breakdown record
Unable to Repair Task SLAs - Getting a blank error message
SLA is showing as breached when there is still some time in seconds left in Business Elapsed Time and the business elapsed percentage is set to 100
Task SLA has the Business elapsed percentage greater than the Actual elapsed percentage.
Community Post for SLA ( FAQs)
Why are the Actual elapsed time and Business elapsed time not correct on the task SLA record?
Why Is My SLA Not Getting Attached to the task 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?
How can I define an SLA that has a Breach time (Planned end time) that is for a user-defined time?
SLA - Bulk Repair Option
What is Business Resolve Time and how it is calculated
Service Level Agreements (SLA) FAQs and Troubleshooting
Debug and Troubleshoot the SLA Repair feature
How to troubleshoot SLA Warning Notifications showing incorrect percentages