Field Service Management SLAs

ServiceNow SLAs track the service level provided by groups and individuals.

When you create a work order, the system automatically assigns it a default service level agreement (SLA) based on priority level. If you change the priority of the work order, the system cancels the current SLA and applies the SLA appropriate for the new priority. The SLA timer continues to run even if the priority is changed. The three default SLAs used for work orders are:
Table 1. Default SLAs
SLA Description
WM - 5 business days Assigned to work orders with a priority level of 4 (Low)
WM - Next business day Assigned to work orders with a priority level of 3 (Moderate)
WM - Same business day Assigned to work orders with a priority level of 2 (High) or 1 (Critical)

Users with the wm_admin role can create and edit SLAs or delete them from work orders. Changes to an SLA are used in new work orders, but they do not affect existing work orders that use the SLA.

Note: The SLA applies to the work order. All associated work order tasks must be completed within the SLA time period to meet the SLA.