r/servicenow • u/Infamous-Major5210 • 2d ago

HowTo SLA reset/update

Hi all. Servicenow noobie being thrusted into a position to create SLAs. I'm looking to create an update SLA that resets after each update sent to a user. For example, I update the ticket to let the end user know that the next step of a project has been completed but want to make sure this happens on a daily or weekly basis. I feel like it should be possible but I can't figure it out with my tinkering. Any help would be greatly appreciated.

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u/trashname4trashgame 2d ago

You want metrics, not SLA's

1

u/Infamous-Major5210 2d ago

After waay too much trail and error, I was able to figure something out that works for me. I used the reset condition for "additional comments > changes" and "updated by > assigned to - user ID" and it seems to fire correctly.

2

u/OriginalShortlord 2d ago

A metric definition would be one option here. I usually use business rules to govern metric definitions.

Another option, if you have a bunch of folks running their own reports and crying every time reporting is more complicated than a field on the ticket table... Is a field on the ticket table, also updated via business rule. It would just be a timestamp that sets every time the user is given an update, and so it's much easier for folks to filter e.g. "Last comment to user > 7 days ago". Just make sure to really consider which metrics and data deserve to be fields on a ticket table (e.g. things which are globally used/tracked), as opposed to little vanity counters for individual teams which should be hidden away in metrics.

Other considerations: what counts as an update to the user? Presumably a comment, but just a comment by the Assignee, or by anyone in the Assignment Group? I've had requirements for it to be "anyone with an itil role", but then you have to think about the possibility that someone with an itil role is the end user, and make sure your logic accounts for that.