Landing page for Service Level Agreement (SLA) .mce-toc { background-color: #f7f7f7; padding: 10px; border-radius: 5px; border: 1px solid #dedede; width: 50%; min-width: 500px; } Table of contents Basic SLA ResourcesVideo ResourcesKBs on behaviour of SLAFAQ linksTroubleshooting SLALatest Known Problems Basic SLA Resources Service Level AgreementLegacy SLA EngineSLA TransitionsTask SLA TableConvert an SLA to an SLA DefinitionConfigure Service Level Agreement (SLA)SLA Condition RulesConfigure SLA PropertiesSLAConditionBase ScriptRepair SLAsSLA TransitionsChanging SLA Definitions / Schedules for 'in-use' SLAs - Best PracticesSLAs calculation Video Resources Service Level Agreements (SLA)Follow-up on SLA schedulesSLA durations and schedules in ServiceNowHow To Configure SLA Knowledge Articles on behaviour of SLA Understanding SLA times: Actual Elapsed Time and Business Elapsed TimeDifference between "Default" and "Simple" SLA condition rulesHow SLAs really workUnderstanding SLA Schedules & DurationsUnderstanding SLA ConditionsSLA Condition EvaluationWhat 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 calculationsConsideration about PauseSLA: Business Hours, Schedules & Time ZonesHow to configure Service Offering SLA with Service Commitment?Breach Time is displaying the wrong time / Breach Time updated after SLA is already breachedSLA's do not attach and do not get updated when the SLA engine is running asynchronouslyService Level Agreements (SLAs)s are not attaching to Incidents even though the SLA conditions matchAssignment group field on the SLA Breakdown records is not working as expectedSLA workflow notifications are not working as designedTask SLA and SLA Timeline show different results when dot-walked fields used in SLA definition conditionsRepair SLA is broken when the Workflow is missing the 'Repair' pathCaller Location Timezone set on the SLA definition for [incident_task] table is not workingSLA 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 IncidentSLA reset condition doesn't work correctlySLA 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 scheduleSLA is breaching during public holidaysTask SLA attached to the Incident a while ago, however the actual elapsed time is not in sync with start timeTask_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 scheduleIncorrect 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 recordUnable to Repair Task SLAs - Getting a blank error messageSLA 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 100Task SLA has the Business elapsed percentage greater than the Actual elapsed percentage. FAQ Links 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 OptionWhat is Business Resolve Time and how it is calculated Troubleshooting SLA Service Level Agreements (SLA) FAQs and TroubleshootingTroubleshooting SLAsDebug and Troubleshoot the SLA Repair featureHow to troubleshoot SLA Warning Notifications showing incorrect percentages