Service Level Management release notes

ServiceNow® Service Level Management application enhancements and updates in the Helsinki release.

Activation information

Active by default.

New in the Helsinki release

Cancel and Resume SLA conditions
The resume and cancel conditions can be specified in the SLA definition. These conditions are also reflected in the SLA timeline.
Retroactive pause field in SLA definition
The retroactive pause for an SLA can be specified in the start condition of an SLA definition.
Schedule source and Timezone source fields in SLA definition
The schedule source and time zone source can be specified in the SLA definition.

Changed in this release

  • The following SLA Engine properties have been removed:
    • com.snc.sla.schedule.source
    • com.snc.sla.timezone.source
    • com.snc.sla.retroactive_pause
  • If you are on the 2010 SLA engine, you cannot view the Retroactive pause field.
  • The SLA properties you can view are based on the SLA engine that you are using.

    For example, if you are on the 2011 SLA engine, then you can view only SLA 2011 properties. You cannot view SLA 2010 properties such as Compatibility Breach.