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"

Task SLA Operations (ES5)

Query Task SLAs

// Find SLAs for an incident (ES5 ONLY!) var incidentSysId = "incident_sys_id"

var taskSla = new GlideRecord("task_sla") taskSla.addQuery("task", incidentSysId) taskSla.query()

while (taskSla.next()) { gs.info( "SLA: " + taskSla.sla.getDisplayValue() + " | Stage: " + taskSla.stage.getDisplayValue() + " | Breached: " + taskSla.getValue("has_breached") + " | Planned End: " + taskSla.getValue("planned_end_time"), ) }

Check SLA Status

// SLA Status Helper (ES5 ONLY!) var SLAHelper = Class.create() SLAHelper.prototype = { initialize: function () {},

/**

• Get SLA status for a task
• @param {string} taskSysId - Task sys_id
• @returns {Array} - Array of SLA status objects */ getSLAStatus: function (taskSysId) { var slaStatuses = []

var taskSla = new GlideRecord("task_sla")

taskSla.addQuery("task", taskSysId)
taskSla.addQuery("active", true)
taskSla.query()

while (taskSla.next()) {
  var now = new GlideDateTime()
  var plannedEnd = new GlideDateTime(taskSla.getValue("planned_end_time"))
  var timeLeft = GlideDateTime.subtract(now, plannedEnd)

  slaStatuses.push({
    name: taskSla.sla.getDisplayValue(),
    stage: taskSla.stage.getDisplayValue(),
    hasBreached: taskSla.getValue("has_breached") === "true",
    percentageComplete: taskSla.getValue("percentage"),
    plannedEnd: taskSla.getValue("planned_end_time"),
    timeLeft: this._formatDuration(timeLeft),
    isAtRisk: this._isAtRisk(taskSla),
  })
}

return slaStatuses

},

/**

• Check if any SLA is at risk (>75% elapsed) */ _isAtRisk: function (taskSla) { var percentage = parseFloat(taskSla.getValue("percentage")) return percentage >= 75 && taskSla.getValue("has_breached") !== "true" },

_formatDuration: function (duration) { var totalSeconds = duration.getNumericValue() / 1000 var hours = Math.floor(totalSeconds / 3600) var minutes = Math.floor((totalSeconds % 3600) / 60) return hours + "h " + minutes + "m" },

type: "SLAHelper", }

Pause/Resume SLA

// Pause SLAs when incident goes On Hold (ES5 ONLY!) // Business Rule: after, update, incident

;(function executeRule(current, previous) { // Check if state changed to On Hold if (current.state.changesTo("3")) { pauseIncidentSLAs(current.getUniqueValue()) }

// Check if state changed from On Hold if (previous.state == "3" && current.state != "3") { resumeIncidentSLAs(current.getUniqueValue()) } })(current, previous)

function pauseIncidentSLAs(incidentId) { var taskSla = new GlideRecord("task_sla") taskSla.addQuery("task", incidentId) taskSla.addQuery("active", true) taskSla.addQuery("stage", "!=", "breached") taskSla.query()

while (taskSla.next()) { var slaDef = new GlideRecord("contract_sla") if (slaDef.get(taskSla.getValue("sla"))) { // Only pause if SLA has pause condition if (slaDef.getValue("pause_condition")) { taskSla.pause = true taskSla.pause_time = new GlideDateTime() taskSla.update() } } } }

SLA Workflows

Breach Notification Script (ES5)

// SLA Workflow Activity: Send breach notification (ES5 ONLY!) ;(function executeActivity() { var taskSla = current var task = taskSla.task.getRefRecord()

// Get escalation recipients var recipients = []

// Add assigned user if (task.assigned_to) { recipients.push(task.assigned_to.getValue("email")) }

// Add assignment group manager if (task.assignment_group) { var group = task.assignment_group.getRefRecord() if (group.manager) { recipients.push(group.manager.email) } }

// Send notification if (recipients.length > 0) { gs.eventQueue("sla.breach.notification", task, recipients.join(","), taskSla.sla.getDisplayValue()) } })()

SLA Escalation Rules

// SLA Escalation Script Include (ES5 ONLY!) var SLAEscalation = Class.create() SLAEscalation.prototype = { initialize: function () {},

/**

• Escalate breached SLA */ escalateBreached: function (taskSlaSysId) { var taskSla = new GlideRecord("task_sla") if (!taskSla.get(taskSlaSysId)) { return false }

var task = taskSla.task.getRefRecord()

// Increase priority
var currentPriority = parseInt(task.getValue("priority"), 10)
if (currentPriority > 1) {
  task.setValue("priority", currentPriority - 1)
}

// Set escalation flag
task.setValue("escalation", 1)

// Add work note
task.work_notes = "SLA Breached: " + taskSla.sla.getDisplayValue() + "\nAutomatic escalation applied."

task.update()

// Notify on-call
this._notifyOnCall(task)

return true

},

_notifyOnCall: function (task) { // Get on-call schedule var oncall = new OnCallRotation() var onCallUser = oncall.getOnCallUser(task.assignment_group)

if (onCallUser) {
  gs.eventQueue("sla.oncall.notification", task, onCallUser.sys_id, "")
}

},

type: "SLAEscalation", }

SLA Reports

SLA Compliance Query (ES5)

// Calculate SLA compliance rate (ES5 ONLY!) function getSLAComplianceRate(slaName, startDate, endDate) { var ga = new GlideAggregate("task_sla") ga.addQuery("sla.name", slaName) ga.addQuery("end_time", ">=", startDate) ga.addQuery("end_time", "<=", endDate) ga.addQuery("active", false) // Completed SLAs only ga.addAggregate("COUNT") ga.addAggregate("COUNT", "has_breached") ga.groupBy("has_breached") ga.query()

var total = 0 var breached = 0

while (ga.next()) { var count = parseInt(ga.getAggregate("COUNT"), 10) total += count if (ga.getValue("has_breached") === "true") { breached = count } }

if (total === 0) { return { compliance: 100, total: 0, breached: 0 } }

var achieved = total - breached var compliance = Math.round((achieved / total) * 100 * 10) / 10

return { compliance: compliance, total: total, achieved: achieved, breached: breached, } }

// Usage var stats = getSLAComplianceRate("P1 Incident Response", gs.beginningOfThisMonth(), gs.endOfThisMonth()) gs.info("P1 Response SLA Compliance: " + stats.compliance + "%")

MCP Tool Integration

Available Tools

Tool Purpose

snow_find_artifact

Find SLA definitions

snow_query_table

Query task_sla records

snow_execute_script_with_output

Test SLA scripts

snow_create_business_rule

Create SLA triggers

Example Workflow

// 1. Find existing SLAs await snow_find_artifact({ type: "contract_sla", name: "P1", })

// 2. Query SLA breaches await snow_query_table({ table: "task_sla", query: "has_breached=true^end_time>=javascript:gs.beginningOfThisMonth()", fields: "sla,task,end_time,business_duration", })

// 3. Check SLA compliance await snow_execute_script_with_output({ script: 'var stats = getSLAComplianceRate("P1 Response", gs.beginningOfThisMonth(), gs.endOfThisMonth()); gs.info(JSON.stringify(stats));', })

Best Practices

• Clear Names - "P1 Incident Response 15min"

• Business Hours - Use appropriate schedules

• Pause Conditions - Pause for external waits

• Escalation - Notify before breach

• Metrics - Track compliance rates

• Testing - Test with various scenarios

• Documentation - Document SLA terms

• ES5 Only - No modern JavaScript syntax