Service Level Agreement release notes

ServiceNow® Service Level Agreement application enhancements and updates in the Jakarta release.

Activation information

The SLA Timeline plugin (com.snc.sla.timeline) version 2.0.0 is activated for all customers who upgrade to the Jakarta release.

New in the Jakarta release

New and enhanced features of SLA Timeline
SLA timeline
  • Filter has been introduced to provide filtering of the data that the timeline displays.
  • Task SLA Details section has been introduced that displays information on stages, task updates, and out-of-schedule for SLA timeline.
  • Stepped zoom has been introduced to provide several zoom in or out levels to control SLA timeline zoom resolution.
  • Toggle button has been introduced to show/hide task updates that did not cause an SLA stage.
  • An ability to debug or verify has been introduced for you to check if a task is mapped appropriately with a defined SLA using the SLA timeline.
  • An ability to select business elapsed time or business time left has been introduced. The selection is saved into user preferences for display in the SLA timeline.
  • Reference picker has been introduced to preview the task selection to be introduced in the SLA timeline.
  • Refresh button has been introduced to refresh the SLA timeline with the latest values of the task SLA.
  • Carousel navigation has been added to take you through all the task stages easily.
  • An ability to select a different time zone from the SLA timeline has been added.
  • An ability to calculate the breach date and time of the SLA from the Due Date field of the task to which the SLA is attached to.
ITIL proven practices alignment
A new plugin that provides alignment with proven ITIL practices is introduced in this release. The Service Level Agreement Best Practice – Jakarta (com.snc.best_practice.sla.jakarta) plugin is activated by default for new customers. Customers who upgrade from a previous release must Request a plugin .
The plugin updates the Service Level Agreement form and functionality in the following ways.
  • The SLA notification and escalation workflow sends notifications when a task reaches a certain percentage of its allotted SLA duration.
  • The Service Level Target field has been added for filtering, searching, and reporting on different service level target types.
Service level agreement roles
Two new roles have been introduced: sla_admin and sla_manager.