Question: For which tables all SLA’s are tracked ?
Answer: SLA is Service Level Agreement whose definitions are stored in SLA table & the SLA’s which are attached to tickets of servicenow are stored in table: task_sla. As soon as sla is attached in any of the ticket (which extends TASK table) are stored in this table : task_sla.
Question: What is retroactive start in SLA ?
Answer: Retroactive start is a option used for attaching SLA from a particular created date & time without attaching SLA on the opened time.
Question: Type of SLA ( SLA,OLA & UC ) are defined in which field ?
Answer: SLA , OLA & UC are the type of agreements based on which contracts are build , they define the timeline within which tasks should be completed , if not company is penalised. in SLA record, sla/ola/uc are defined in a field known as : TYPE.
Question: What does the retroactive checkbox does?
Answer: This option allows the user to set the a time from which the sla will start.
Question:When does an SLA gets paused?
Answer: SLA has 3 basic conditions on which it runs : START, PAUSE, STOP condition. On any condition specified in the Pause condition of the SLA, SLA would pause & the clock associated to it will stop running, it will not calculate the time when state is pause.
Question: Where Pause condition in SLA can be used ?
Answer: It can be put on any desired field, normally it is used whenever ticket is awaiting customer information or in case any vendor response is awaited.