sla-management

SLA Management for ServiceNow

SLA (Service Level Agreement) Management tracks and ensures service commitments are met.

SLA Components

Component	Table	Purpose
SLA Definition	contract_sla	SLA rules and conditions
Task SLA	task_sla	SLA instance on a task
SLA Workflow	wf_workflow	SLA breach notifications
SLA Schedule	cmn_schedule	Business hours definition

SLA Flow

Task Created
    ↓
SLA Definition Conditions Match
    ↓
Task SLA Record Created
    ↓
Timer Starts (based on schedule)
    ↓
SLA Stages: In Progress → Breached (if not met)
    ↓
Task Resolved/Closed
    ↓
SLA Achieved or Breached

SLA Definition (ES5)

Create SLA Definition

// Create SLA Definition (ES5 ONLY!)
var sla = new GlideRecord("contract_sla")
sla.initialize()

// Basic info
sla.setValue("name", "P1 Incident Response Time")
sla.setValue("type", "SLA") // SLA, OLA, UC
sla.setValue("table", "incident")

// Target duration
sla.setValue("duration_type", "response") // response or resolution
sla.setValue("duration", "PT15M") // 15 minutes (ISO 8601)

// Conditions - when SLA attaches
sla.setValue("start_condition", "priority=1^active=true")
sla.setValue("stop_condition", "work_notes.changesTo()")
sla.setValue("pause_condition", "state=3") // Pause when On Hold
sla.setValue("cancel_condition", "state=8") // Cancel when Cancelled

// Schedule (business hours)
sla.setValue("schedule", getScheduleSysId("8-5 M-F"))

// Enable
sla.setValue("active", true)

sla.insert()

SLA Conditions Explained

// Start Condition: When SLA timer begins
// Example: P1 incidents when created
var startCondition = "priority=1^active=true^sys_created_onRELATIVEGT@minute@ago@0"

// Stop Condition: When SLA is achieved
// Example: When work notes are added (response) or resolved (resolution)
var responseStop = "work_notes.changes()"
var resolutionStop = "state=6^ORstate=7" // Resolved or Closed

// Pause Condition: Timer pauses
// Example: On Hold or Awaiting User Info
var pauseCondition = "state=3^ORstate=-5"

// Cancel Condition: SLA cancelled without breach
// Example: Incident cancelled or duplicate
var cancelCondition = "state=8^ORclose_code=Duplicate"