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Service Level Agreement release notes

Service Level Agreement release notes

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

Activation information

Active by default.

New in the Kingston release

Service Contract
  • Added the Process non-contractual SLAs check box on the Service Contract form. This field enables you to process both contractual SLAs and non-contractual SLAs for the same task.

Changed in this release

  • Advanced condition operators : Added the ability to use the advanced condition operators Changes, Change to, and Changes from in SLA definition reset conditions. This provides more flexibility to determine when an SLA should be marked complete or canceled and reduces the number of SLA definitions required to track service-level performance by assignment group.
  • SLA Properties : Updated the default value to false for the com.snc.sla.calculate_planned_end_time_after_breach property.

Removed in this release

The com.snc.sla.calculate_planned_end_time_after_breach property is no longer available for new customers.