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Configure Service Level Agreement (SLA) properties

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Configure Service Level Agreement (SLA) properties

You can configure the SLA engine, logging, and repair properties based on the requirements within your organization.

About this task

To configure SLA properties:


  1. Navigate to Service Level Management > Properties.
  2. Select one of the following:
    SLA Engine
    configure properties for the SLA engine.
    SLA Logging
    configure logging properties for SLA Script Includes and logging output destination.
    SLA Repair
    configure properties for the SLA Repair process.

Service Level Agreement (SLA) engine properties

Administrators can manage the SLA engine using SLA engine properties.

Navigate to Service Level Management > Properties > SLA Engine to view SLA engine properties.

Table 1. SLA Engine Properties
Property name Description

Maximum 'Actual elapsed percentage' value after which the 'SLA - update calculations' scheduled job will stop regularly calculating the SLA's time values. This is used to prevent 'long since breached' records from being unnecessarily updated. Setting to '0' will stop all calculations and leaving this blank will allow all SLAs to be calculated.

By default, this is set to 1,000%, so that recalculation stops after the breach is exceeded by a factor of 10.

  • Type: integer
  • Default value: 1000

Run the 2011 SLA engine (2010, 2011)

  • Type: choice list
  • Default value: 2011

Run the 2011 SLA engine asynchronously after task insert or update operations.

  • Type: true | false
  • Default value: false

Enable compatibility with 2010 'breached' status of SLAs (default: false)

Only enable if you require the old way of showing breached status (in the stage value), for reporting purposes. Using only the 'breached flag' is preferred

  • Type: true | false
  • Default value: false

The name of the Script Include class that will be used to evaluate SLA Conditions for the 2011 SLA engine (use to override with your own extension of the SLAConditionBase class)

  • Type: String
  • Default value: SLAConditionBase

An update to a Task can result in an SLA being attached that is already breached - for example when an Incident that has already been open for a while is upgraded to a high priority with a short resolution SLA.

By default if there is a workflow specified in the SLA Definition it will not run if the Task SLA is attached and the Planned End Time has already passed.

Enable this property if you would like the workflow to run for a Task SLA that is already breached when it is attached to the Task.

  • Type: true | false
  • Default value: false

Continue to re-calculate the "Planned End Time" of SLAs after they have breached

  • Type: true | false
  • Default value: false
Note: zboot customers do not have this property available in the SLA Engine Properties page.
com.snc.sla.calculation.use_time_left Use field business_time_left to calculate breach time instead of business_percentage field. Using business_time_left is more accurate because the business_percentage field is rounded to 2 decimal places. This means that once the business percentage reaches 99.995%, it is recorded as 100%, and the task SLA is marked as breached.
  • Type: true | false
  • Default value: false
glide.sla.calculate_on_display Recalculate Task SLA records when a Task form is displayed. This ensures that the task SLAs calculations are up to date but this may increase form load time.
  • Type: true | false
  • Default value: false

When this property is set to true, the business fields such as Business elapsed time will be populated with the same values as those in the actual fields when there is no schedule specified on the Task SLA.

If the property is false, the business fields will be empty when a Task SLA has no schedule.

  • Type: true | false
  • Default value: true for new instances, false for upgraded instances

Service Level Agreement (SLA) logging properties

Administrators can configure SLA logging using SLA properties.

Navigate to Service Level Management > Properties > SLA Logging to view SLA logging properties.

The Logging level for... properties set logging levels for relevant script includes. This allows you to activate extra logging targeted at whenever that script include is invoked via a task SLA. For example, if you know of an issue with the TaskSLAworkflow script include, you can use the com.snc.sla.workflow.log property to enable logging on that script include. These properties are all set to Notice level by default.
Table 2. SLA Logging Properties
SLA Logging Property Description
com.snc.sla.task_sla_controller.log Logging level for TaskSLAController
com.snc.sla.task_sla.log Logging level for TaskSLA
com.snc.sla.condition.log Logging level for SLAConditionBase
com.snc.sla.workflow.log Logging level for TaskSLAworkflow
com.snc.sla.calculatorng.log Logging level for SLACalculatorNG Logging level for SLARepair (SLA repair must be enabled to use this)
com.snc.sla.log.destination Logging output destination.

Select the log destination: either output to both the Database and node logs (the default), or output to node logs only.

Database and node logs (gs.log) are visible as system logs from ServiceNow, node logs (gs.print) only appear in log files.

Logging levels

The following logging levels are available for the Logging level for... properties:

Table 3. Logging Levels
Level Name Description
Emerg Emergency Total failure.
Alert Alert System corruption of a database, for example.
Crit Critical Typically used for hardware errors, for example.
Err Errors Errors
Warning Warnings Warnings
Notice Notice Possible action required but not essential.
Info Informative No action required.
Debug Debugging Generally not used except for capturing everything for fault-finding.
Note: By default, logging levels are set to Notice

Service Level Agreement (SLA) repair properties

Administrators can manage the SLA repair function using system properties.

Navigate to Service Level Management > Properties > SLA Repair to view SLA repair properties.

Table 4. SLA repair properties
Property name Description Enable SLA repair. When enabled the Repair modules and UI Actions will be activated.
  • Type: true / false
  • Default value: true for new instances and false for upgraded instances When repairing SLAs, use the Repair workflow instead of the one configured on the SLA Definition.
  • Type: true / false
  • Default value: false for new instances, true for upgraded instances
  • Learn more: Configure SLA repair The name of the Repair workflow.
  • Type: string
  • Default value: Default SLA Repair workflow