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CIS-ITSM · Question #41

Where are the timeframe conditions for sending an SLA breach warning notification defined?

The correct answer is B. Default SLA flow. SLA breach warning notification timeframes are configured within the Default SLA Flow in Flow Designer, not on the SLA definition record itself.

Incident Management

Question

Where are the timeframe conditions for sending an SLA breach warning notification defined?

Options

  • ASLA definition record
  • BDefault SLA flow
  • CSLA Properties application
  • DSLA trigger conditions

How the community answered

(30 responses)
  • A
    7% (2)
  • B
    90% (27)
  • D
    3% (1)

Why each option

SLA breach warning notification timeframes are configured within the Default SLA Flow in Flow Designer, not on the SLA definition record itself.

ASLA definition record

The SLA Definition record defines the schedule, conditions, and duration for the SLA, but it does not contain the notification timeframe conditions - those live in the associated flow.

BDefault SLA flowCorrect

The Default SLA Flow, built on Flow Designer, contains the logic and trigger stages for SLA notifications including the percentage-of-time-elapsed conditions that determine when warning, breached, and other notification alerts are sent. Editing the flow stages within this flow is where timeframe thresholds for warnings are defined and modified.

CSLA Properties application

SLA Properties is a system properties page that controls global SLA application behavior and settings, not a location for per-notification timeframe conditions.

DSLA trigger conditions

SLA trigger conditions refer to the conditions that start or stop an SLA timer on a record, not the timeframe thresholds for sending breach warning notifications.

Concept tested: SLA breach warning notification timeframe configuration in Default SLA Flow

Source: https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/service-level-management/task/t_CreateAnSLADefinition.html

Topics

#SLA#Notifications#Flow Designer#Breach Warning

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