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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.

Before you begin

Role required: admin

Procedure

Navigate to Service Level Management > Properties.
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.

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
com.snc.sla.calculation.percentage	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
com.snc.sla.maximum_duration	Maximum duration in days that is allowed in the SLA definition. Type: integer Default value: 1095
com.snc.sla.engine.version	Run the 2011 SLA engine (2010, 2011) Type: choice list Default value: 2011
com.snc.sla.engine.async	Run the 2011 SLA engine asynchronously after task insert or update operations. Type: true \| false Default value: false
com.snc.sla.compatibility.breach	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
com.snc.sla.default_conditionclass	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
com.snc.sla.workflow.run_for_breached	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
com.snc.sla.calculate_planned_end_time_after_breach	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
com.snc.sla.always_populate_business_fields	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

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
com.snc.sla.repair.log	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

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
com.snc.sla.repair.enabled	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
com.snc.sla.repair.use_repair_workflow	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
com.snc.sla.repair.workflow	The name of the Repair workflow. Type: string Default value: Default SLA Repair workflow

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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.

Before you begin

Role required: admin

Procedure

Navigate to Service Level Management > Properties.
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.

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
com.snc.sla.calculation.percentage	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
com.snc.sla.maximum_duration	Maximum duration in days that is allowed in the SLA definition. Type: integer Default value: 1095
com.snc.sla.engine.version	Run the 2011 SLA engine (2010, 2011) Type: choice list Default value: 2011
com.snc.sla.engine.async	Run the 2011 SLA engine asynchronously after task insert or update operations. Type: true \| false Default value: false
com.snc.sla.compatibility.breach	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
com.snc.sla.default_conditionclass	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
com.snc.sla.workflow.run_for_breached	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
com.snc.sla.calculate_planned_end_time_after_breach	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
com.snc.sla.always_populate_business_fields	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

SLA logging properties

Administrators can configure SLA logging using SLA properties.

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

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
com.snc.sla.repair.log	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

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
com.snc.sla.repair.enabled	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
com.snc.sla.repair.use_repair_workflow	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
com.snc.sla.repair.workflow	The name of the Repair workflow. Type: string Default value: Default SLA Repair workflow

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Configure Service Level Agreement (SLA) properties

Configure Service Level Agreement (SLA) properties

SLA engine properties

SLA logging properties

Logging levels

SLA repair properties

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Configure Service Level Agreement (SLA) properties

Configure Service Level Agreement (SLA) properties

SLA engine properties

SLA logging properties

Logging levels

SLA repair properties

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