sla-management
SLA Management for ServiceNow
SLA (Service Level Agreement) Management tracks and ensures service commitments are met.
SLA Components
| Component | Table | Purpose |
|---|---|---|
| SLA Definition | contract_sla | SLA rules and conditions |
| Task SLA | task_sla | SLA instance on a task |
| SLA Workflow | wf_workflow | SLA breach notifications |
| SLA Schedule | cmn_schedule | Business hours definition |
SLA Flow
Task Created
↓
SLA Definition Conditions Match
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