Just wanted to thank all of you who have subscribed to my channel. My goal is to get 1,000 subscribers by next month in order to maintain a roof over my head and have food on the table. Please help me achieve this goal. So far, AAspenNow has achieved the following stats: 4,300+ Views, 16K Minutes of Content Viewed, 132 Subscribers. Thanks again for the support!
Nice video but I have a doubt "if the change scheduled between 9.00 am to 11 am all underlying ctask schedule should be between the start and end time of the parent change" do we have any option of script for doing this
Hello @AaspenNowSolutions as per IM perspective, when conducting SLA breach review, how can I understand and find out main reason where SLA shows breached, but based on calendar and timeline, I see that SLA still had ample time remaining but it still shows that it breached, wherein even in SLA paused state there were updates on tickets, let's say if it was P2 (SLA - 8hrs) so within those hours there was an update and vice-versa where there was no update on the ticket and ticket breached SLA without even running the full SLA timeline.
Jason, thank you for all of the information. I think it is awesome you share so much content. I just started working for an MSP and I am new to service now. My client is looking for simple reports and I am seeking your assistance. We have SN Paris with cases, and my client is wanting just cases opened and closed. Per day, week and month. Then the closed on as per their SLA.... Could we start with the basic reports, cases open and closed? Thank you in advance.
I need to configure response SLA in ServiceNow. Suppose, I need all the incident tickets coming to my queue actioned(change of status) within 4 hours. I need to get the percentage of response SLA of my queue on a daily basis. Thanks
Hi Alex, Thanks for this informative video, had a question , what if I want the Acknowledge SLA to create an entry if the Requestor updates the Assigned to field on Incident create. Basically we want to create a 0 business time elapsed SLA. hope it makes sense.I haven't had any luck with a solution that works best to get this working.
You can try changing the condition base to Simple (on the contract_sla table the name of the field is Condition Type - make sure it is Simple) - the SLA should fire and then complete - this assumes the start, stop conditions, etc are correct.
Thank you for the helpful tutorial! I have a question and maybe you can help me. Let's say i have a requirement for an P2 Resolve time SLA that should be solved within 2 business days and the business hours are 9-5 weekdays. For the SLA schedule is clear: there will be a 9-5 weekdays excluding any weekends/holidays but i'm not sure about the SLA duration..... should it be set to 48hours (as 2business days=48hours) OR 16hours ?- as basically the team has 16 hours in total to resolve the incident stretched over 2 business days...i'm not quite sure how to translate that into the duration field.
HI Alex thanks for the vedio. I had one question for you what might be the reason behind if an sla is moved to in progress and be in that state even after the incidnet is resloved. Can u please help me in this. Thanks in advance
Hi Gubbala, if the SLA continues in an In progress state after the record is resolved, the Stop condition should be checked. If it is on the incident table, please remember that the default out of the box is for the incident to be stay in Resolved State for 5 days before moving to closed. If the Stop lists State = Closed, then the attached SLA will remain open while the Incident's State is Resolved.
Hi Manasha! The SLAs in this video are only examples of what can be accomplished with the SLA application. They are not intended to be understood as the only way to construct SLAs. Hope that helps. Best, Jason
Just wanted to thank all of you who have subscribed to my channel. My goal is to get 1,000 subscribers by next month in order to maintain a roof over my head and have food on the table. Please help me achieve this goal. So far, AAspenNow has achieved the following stats: 4,300+ Views, 16K Minutes of Content Viewed, 132 Subscribers. Thanks again for the support!
Hello is there a way on how can I measure the time for the first response to the incident tickets in our support group?
Try this: docs.servicenow.com/bundle/rome-it-service-management/page/product/service-level-management/task/create-sla-breakdown-definitions.html
Nice video but I have a doubt "if the change scheduled between 9.00 am to 11 am all underlying ctask schedule should be between the start and end time of the parent change" do we have any option of script for doing this
Great video. Very helpful
Hello @AaspenNowSolutions as per IM perspective, when conducting SLA breach review, how can I understand and find out main reason where SLA shows breached, but based on calendar and timeline, I see that SLA still had ample time remaining but it still shows that it breached, wherein even in SLA paused state there were updates on tickets, let's say if it was P2 (SLA - 8hrs) so within those hours there was an update and vice-versa where there was no update on the ticket and ticket breached SLA without even running the full SLA timeline.
Jason, thank you for all of the information. I think it is awesome you share so much content. I just started working for an MSP and I am new to service now. My client is looking for simple reports and I am seeking your assistance. We have SN Paris with cases, and my client is wanting just cases opened and closed. Per day, week and month. Then the closed on as per their SLA.... Could we start with the basic reports, cases open and closed? Thank you in advance.
Hey Richard,
Please contact me via LinkedIn and maybe we can sync-up to discuss.
I need to configure response SLA in ServiceNow. Suppose, I need all the incident tickets coming to my queue actioned(change of status) within 4 hours. I need to get the percentage of response SLA of my queue on a daily basis. Thanks
Hi Alex, Thanks for this informative video, had a question , what if I want the Acknowledge SLA to create an entry if the Requestor updates the Assigned to field on Incident create. Basically we want to create a 0 business time elapsed SLA. hope it makes sense.I haven't had any luck with a solution that works best to get this working.
You can try changing the condition base to Simple (on the contract_sla table the name of the field is Condition Type - make sure it is Simple) - the SLA should fire and then complete - this assumes the start, stop conditions, etc are correct.
Hello Alex i would like to configure Response, Resolution & Prevent breaching SLAs report. How do i go about doing it. Please help!!!
Thank you for the helpful tutorial! I have a question and maybe you can help me. Let's say i have a requirement for an P2 Resolve time SLA that should be solved within 2 business days and the business hours are 9-5 weekdays. For the SLA schedule is clear: there will be a 9-5 weekdays excluding any weekends/holidays but i'm not sure about the SLA duration..... should it be set to 48hours (as 2business days=48hours) OR 16hours ?- as basically the team has 16 hours in total to resolve the incident stretched over 2 business days...i'm not quite sure how to translate that into the duration field.
16 would be the correct value (business hours).
HI Alex thanks for the vedio.
I had one question for you what might be the reason behind if an sla is moved to in progress and be in that state even after the incidnet is resloved. Can u please help me in this. Thanks in advance
Hi Gubbala, if the SLA continues in an In progress state after the record is resolved, the Stop condition should be checked. If it is on the incident table, please remember that the default out of the box is for the incident to be stay in Resolved State for 5 days before moving to closed. If the Stop lists State = Closed, then the attached SLA will remain open while the Incident's State is Resolved.
hi , just want to check why you are not starting resolution SLA when ticket as created acknowledgement SLA should be included in Resolution SLA
Hi Manasha! The SLAs in this video are only examples of what can be accomplished with the SLA application. They are not intended to be understood as the only way to construct SLAs. Hope that helps. Best, Jason