Service Level Agreement (SLA) Notifications


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Service Level Agreement (SLA) Time and Notifications

ServiceNow tracks the time from record submission to resolution for all INC records (categories Incident, Request, Question, Internal Work). To prevent a Service Level Agreement (SLA) breach, ServiceNow allots a number of hours, or SLA Time, for work groups to assign and update a record. 

Depending on the percentage of SLA Time elapsed, ServiceNow notifies the:

The following charts describe SLA notifications timing for Normal priority records:

General SLA Notifications Timing

General SLA Notifications Timing

ServiceNow begins tracking elapsed SLA Time after record submission (0% of elapsed SLA Time). The percentage of elapsed time increases as hours pass.

ServiceNow sends notifications about unresolved, unassigned, or no-contact incidents at the following intervals:

Triage

SLA notifications by hour Triage

If a DIT representative fails to assign a record to a Non-Triage work group or to an individual, ServiceNow will send notifications at the following intervals:

Assignment

SLA Notifications by Hour - Assignment 

If a DIT representative fails to assign a record to an individual agent, ServiceNow will send notifications at the following intervals:

Initial Contact

SLA Notifications by Hour - Initial Contact

If a DIT representative fails to contact a customer, ServiceNow will send notifications at the following intervals:

Customer Update (In Progress) (Category Incident)

SLA Notifications by Hour - Customer Update_ Category Incident - Page 1 (1).png

If a DIT representative fails to provide an update to an Incident category record with In Progress status, ServiceNow will send notifications at the following intervals:

Customer Update (In Progress)

SLA Notification by Hour - Customer Updates (In Progress) - Page 1 (1).png

If a DIT representative fails  provide an update to a non-incident (Request, Question, or Internal Work) record with In Progress status, ServiceNow will send notifications at the following intervals:

Notifications by Hour - Customer Update (Waiting)

SLA Notifications by Hour - Customer Update (Waiting) - Page 1 (1).png

If a DIT representative fails to provide an update to an record with Waiting status, ServiceNow will send notifications at the following intervals: 

Notifications by Hour - Assignment (Category Internal Work)

SLA Notifications by Hour - Assignment Category - Internal Work - Page 1.png

If a DIT representative fails to assign an Internal Work record to an individual, ServiceNow will send notifications at the following intervals:

Notifications by Hour - Initial Contact (Category Internal Work)

SLA Notifications by Hour - Initial Contact Category - Internal Work - Page 1.png

If a DIT representative fails to contact provide an update to an Internal Work record, ServiceNow will send notifications at the following intervals: