S. No.

Type
Breach ticket notification inconsistent or Incorrect SLA
1
calculation on ticket breaches
SLA clock getting resumed in out of business hours
2
(Inconsistent behavior)

In correct SLA calculation, Time calculation for SLA

6
should be separate for response and for resolution

7 Holiday Calendar

Priority change: Scenario P2 to P3 and then again P3 to

9
P2 again.
Does total time to resolve the ticket exclude "Awaiting
10
End User", "Awaiting Change" and "Awaiting vendor"

11 Non SLA applications impact on SLA calculation

12 Metal classification impact on SLA calculation

Comments HCL
Even on 50% and 75% SLA time remaining. Notification states
as SLA breached
Incase user responded and change the ticket status SLA clock
should not be resumed in out of business hours.

How to differentiate between Response Time and Resolution

Time

Whether SLAs' have been configured keeping in mind the

Holiday Calendar

How SLA's are calculated for priority change

Can we check anywhere in ServiceNow that how much total time

consumed by a ticket by excluding Awaiting time.

Few applications are supported in T & M mode without SLA

applicability. How the SLAs being calculated for them?

SLA Calculation for Silver, Bronze applications

Comments

INC0016204, SCTASK0012512 (Check Attached Doc)

INC0018689 (Check Attached Doc)

INC0025498 (As per our analysis in SLA definition there

should be "HCL-Vapor P1 Resolve" ). Resolution SLA clock
should start from the point where Response SLA Clock Stops
(Check Attached Doc)
Holidays configured according to contract the Vapor
contract: Schedule 3 SLAs and KPIs

Any Update from ServiceNow Team ??

HCL App side decided that we will remove those group (T &
M and Bronze ) from the report provided by ServiceNow
Team
Any Update from ServiceNow Team ??