Since go-live SLAs on tickets have exhibited undesirable behaviour, leading to difficulties when reporting. All SLAs were showing as Completed whether or not they still met the criteria for the SLA, making it difficult to distinguish between the current active SLA and previous ones that no longer applied.
A fix has gone in that sets SLAs to Cancelled rather than Completed if the conditions for that SLA are no longer being met (e.g. if the Priority of an IT ticket changes or if a ticket is passed between IT, HR or Finance.)
All new tickets will receive the newly defined SLAs that work in this manner.
Already created Active tickets will retain the previous SLA behaviour but will additionally receive the new SLA when the ticket is updated.
Previously Resolved/Closed tickets are not affected by this change.
This is the first stage of reviewing SLAs in ServiceNow and is aimed at addressing the behaviour of SLAs, not their definition. This means the requirements for the SLAs themselves (e.g. Priorities for IT, CSIs for HR) remain unchanged. Further development to improve SLAs, including how they are defined and calculated is underway.
June 1, 2015 @ 7:59 am
Hi, what is the date on which new tickets benefited from this change. We need to know this in order to update our reports.
June 1, 2015 @ 8:38 am
Hi Matt,
The change went live on Friday afternoon (29 May) between 1pm and 4pm.
Carolyn