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Version: Latest (4.6.0)

Sla

Sla(config)

Creates an SLA definition (contract_sla): a timer that tracks service commitments against task records. SLAs measure response time, resolution time, or other time-based targets by starting, pausing, resuming, and stopping a clock based on configurable conditions.

Usage​

import { Sla } from '@servicenow/sdk/core'

Sla({
    $id: Now.ID['p1-incident-response'],
    name: 'Priority 1 Incident Response',
    table: 'incident',
    duration: Duration({ hours: 4 }),
    schedule: 'b1992362eb601100fcfb858ad106fe16',
    conditions: {
        start: 'priority=1',
        stop: 'state=6',
    },
})

Parameters​

config​

Sla

The SLA configuration object.

Properties:

  • $id (required): string | number | ExplicitKey<string>

  • name (optional): string Display name of the SLA definition shown in admin views and reports.

  • table (optional, default: 'incident'): keyof Tables The task table this SLA applies to. The SLA timer attaches to records in this table.

  • type (optional, default: 'SLA'): 'SLA' | 'OLA' | 'Underpinning contract' The kind of service agreement.

    • SLA: Service Level Agreement between the IT organization and its customers.
    • OLA: Operational Level Agreement between internal IT groups.
    • Underpinning contract: Agreement with an external vendor or supplier.

  • active (optional, default: true): boolean Controls whether this SLA definition is evaluated against new task records. Inactive SLAs stop attaching to new records but do not affect already-running timers.

  • target (optional): 'response' | 'resolution' Whether this SLA measures response time (first meaningful action) or resolution time (issue fully resolved). Affects reporting and which SLA fields are populated on the task.

  • domainPath (optional, default: '/'): string Domain path for domain-separated instances. Controls which domain this SLA definition belongs to.

Duration and Schedule​

These properties control how the SLA timer calculates elapsed time.

  • duration (optional): Duration Fixed duration for the SLA. Use the global Duration() helper. Required when durationType is not set (user-specified duration mode).

    duration: Duration({ hours: 4 })
    duration: Duration({ days: 1, hours: 2, minutes: 30 })

  • durationType (optional): string | Record<'cmn_relative_duration'> Reference to a relative duration record that calculates the deadline dynamically based on field values. When set, the SLA uses relative duration mode and duration is restricted. Pass a sys_id string or a Record() reference.

  • relativeDurationWorksOn (optional, default: 'Task record'): 'Task record' | 'SLA record' Which record the relative duration calculation reads field values from. Only relevant when durationType is set.

  • schedule (optional): string | Record<'cmn_schedule'> Reference to a schedule record that defines business hours. The timer only counts time during scheduled hours. Required when scheduleSource is 'sla_definition' (the default). Pass a sys_id string or a Record() reference.

  • scheduleSource (optional, default: 'sla_definition'): 'sla_definition' | 'task_field' | 'no_schedule' Where the schedule comes from.

    • sla_definition: Uses the schedule property on this SLA definition. schedule is required.
    • task_field: Reads the schedule from a field on the task record. scheduleSourceField is required.
    • no_schedule: Timer runs on wall-clock time with no business-hours filtering. schedule, timezoneSource, timezone, and scheduleSourceField are restricted.

  • scheduleSourceField (optional): string Dot-walked field path on the task record containing a schedule reference (e.g., 'cmdb_ci.schedule'). Required when scheduleSource is 'task_field'.

Conditions​

Conditions control the SLA timer lifecycle. Each condition is an encoded query string that is evaluated against the task record on every update.

  • conditions (optional): object Grouped conditions object for the SLA timer lifecycle.

    Nested properties:

    • start (optional): string Encoded query that starts the SLA timer when matched (e.g., 'priority=1').

    • stop (optional): string Encoded query that stops the timer and marks the SLA as achieved or breached (e.g., 'state=6').

    • pause (optional): string Encoded query that pauses the timer. Restricted when durationType is set (relative duration mode).

    • resume (optional): string Encoded query that resumes the timer after a pause. Restricted when durationType is set or whenTo.resume is 'no_match'.

    • reset (optional): string Encoded query that resets the SLA timer. The resetAction property controls whether the SLA is cancelled or completed on reset.

    • cancel (optional): string Encoded query that cancels the SLA. Restricted when whenTo.cancel is not 'on_condition'.

  • advancedConditionType (optional, default: 'none'): 'none' | 'advanced' | 'advanced_journal' | 'advanced_system' | 'advanced_journal_and_system' Enables advanced scripted condition evaluation instead of simple encoded queries.

  • conditionType (optional): string | Record<'sla_condition_class'> Reference to a task SLA condition class record for custom condition evaluation logic.

Timer Behavior​

  • resetAction (optional, default: 'cancel'): 'cancel' | 'complete' What happens when the reset condition is met.

    • cancel: Cancels the current SLA instance and optionally restarts it.
    • complete: Marks the SLA as completed.

  • whenTo (optional): object Controls when resume and cancel actions are evaluated.

    Nested properties:

    • resume (optional, default: 'on_condition'): 'no_match' | 'on_condition' When to resume the SLA after a pause.

      • on_condition: Resumes when the conditions.resume query matches.
      • no_match: Resumes when the conditions.pause query no longer matches. When set to 'no_match', conditions.resume is restricted.

    • cancel (optional, default: 'on_condition'): 'no_match' | 'on_condition' | 'never' When to cancel the SLA.

      • on_condition: Cancels when conditions.cancel matches.
      • no_match: Cancels when the start condition no longer matches.
      • never: The SLA can never be cancelled by conditions. When not 'on_condition', conditions.cancel is restricted.

Retroactive Start​

Controls whether an SLA timer can be backdated to an earlier time on the task record, useful for SLAs that should have started counting before the start condition was met.

  • retroactive (optional): object Retroactive behavior configuration.

    Nested properties:

    • start (optional, default: false): boolean Whether to retroactively set the SLA start time to a past timestamp. When true, setStartTo is required.

    • setStartTo (optional): SetStartTo The task field whose value becomes the retroactive start time. Required when start is true. Valid values:

      • 'sys_created_on' -- Created date
      • 'opened_at' -- Opened date
      • 'resolved_at' -- Resolved date
      • 'closed_at' -- Closed date
      • 'work_start' -- Actual start
      • 'work_end' -- Actual end
      • 'due_date' -- Due date
      • 'expected_start' -- Expected start
      • 'follow_up' -- Follow up date
      • 'reopened_time' -- Last reopened at
      • 'approval_set' -- Approvals set date
      • 'sys_updated_on' -- Last updated date

    • pause (optional, default: true): boolean Whether to retroactively apply pause conditions during the backdated period. Only applicable when start is true. Restricted when durationType is set (relative duration mode).

Timezone​

  • timezoneSource (optional, default: 'task.caller_id.time_zone'): TimezoneSource Where to get the timezone for SLA calculations. Valid values:

    • 'task.caller_id.time_zone' -- The caller's timezone
    • 'task.caller_id.location.time_zone' -- The caller's location timezone
    • 'task.cmdb_ci.location.time_zone' -- The CI's location timezone
    • 'task.location.time_zone' -- The task's location timezone
    • 'sla.timezone' -- Use the timezone property on this SLA definition

  • timezone (optional): TimeZone Explicit timezone for SLA calculations (e.g., 'US/Pacific', 'America/New_York'). Only applicable when timezoneSource is 'sla.timezone'. Restricted otherwise.

References​

  • overrides (optional): string | Record<'contract_sla'> Reference to another SLA definition that this one overrides. Used when a more specific SLA should take precedence over a general one.

  • workflow (optional): string | Record<'wf_workflow'> Reference to a legacy workflow to trigger when the SLA timer reaches milestones (e.g., 50% elapsed, 75% elapsed, breached). Pass a sys_id or Record() reference.

  • flow (optional): string | Record<'sys_hub_flow'> Reference to a Flow Designer flow to trigger at SLA milestones. Preferred over workflow for new implementations.

  • vendor (optional): string | Record<'core_company'> Reference to a vendor or company record. Relevant for underpinning contracts to track which external vendor is responsible.

Logging​

  • enableLogging (optional, default: false): boolean Enables detailed debug logging for this SLA definition. Useful for troubleshooting why an SLA timer started, paused, or stopped unexpectedly. Disable in production to avoid log noise.

Validation Rules​

The SLA plugin enforces build-time validation where field requirements depend on other field values:

Duration type validations:

  • When durationType is empty (user-specified duration): duration is mandatory, and schedule is mandatory when scheduleSource is 'sla_definition'. The conditions.pause, conditions.resume, and whenTo.resume fields are allowed.
  • When durationType is a relative duration: duration, conditions.pause, conditions.resume, and whenTo.resume are restricted (warning). Existing values are preserved but cannot be modified.

Schedule source validations:

  • When scheduleSource is 'no_schedule': schedule, timezoneSource, timezone, and scheduleSourceField are restricted (warning). The schedule field is automatically set to a default value.
  • When scheduleSource is 'task_field': schedule and duration are restricted (warning), and scheduleSourceField is mandatory.
  • When scheduleSource is 'sla_definition' (default): schedule is mandatory.

Retroactive start validations:

  • When retroactive.start is false or not set: retroactive.setStartTo and retroactive.pause are restricted (warning).
  • When retroactive.start is true: retroactive.setStartTo is mandatory, and retroactive.pause is allowed.
  • When retroactive.start is true AND durationType is a relative duration: retroactive.pause is restricted (warning).

Condition field validations:

  • When timezoneSource is 'sla.timezone': the timezone field is allowed. Otherwise, it is restricted (warning).
  • When whenTo.resume is 'no_match': conditions.resume is restricted (warning).
  • When whenTo.cancel is not 'on_condition': conditions.cancel is restricted (warning).

Duration format validation:

  • The duration property must use the Duration() helper function. Plain objects (e.g., { hours: 4 }) produce a diagnostic error.

Examples​

Basic SLA with Duration​

Track resolution time for priority 1 incidents with a 4-hour deadline during business hours.

import { Sla } from '@servicenow/sdk/core'

export const P1IncidentResolution = Sla({
    $id: Now.ID['p1-incident-resolution'],
    name: 'Priority 1 Incident Resolution',
    table: 'incident',
    active: true,
    target: 'resolution',
    duration: Duration({ hours: 4 }),
    schedule: 'b1992362eb601100fcfb858ad106fe16',
    conditions: {
        start: 'priority=1',
        stop: 'state=6',
    },
    resetAction: 'cancel',
    whenTo: {
        resume: 'on_condition',
        cancel: 'on_condition',
    },
})

SLA with Relative Duration and Schedule from Task​

Use a relative duration record to compute the deadline dynamically, and read the schedule from the task's CI.

import { Sla } from '@servicenow/sdk/core'

export const DynamicDeadlineSla = Sla({
    $id: Now.ID['dynamic-deadline-sla'],
    name: 'Dynamic Deadline from CI Schedule',
    table: 'incident',
    active: true,
    type: 'OLA',
    durationType: 'a9e0c28d97710200e40ce648f053af56',
    relativeDurationWorksOn: 'Task record',
    scheduleSource: 'task_field',
    scheduleSourceField: 'cmdb_ci.schedule',
    timezoneSource: 'task.cmdb_ci.location.time_zone',
    conditions: {
        start: 'priority=2',
        stop: 'state=6',
    },
})

SLA with Conditions and Retroactive Start​

Create an SLA that retroactively starts from the record creation time, with pause/resume conditions and a flow trigger.

import { Sla } from '@servicenow/sdk/core'

export const RetroactiveSla = Sla({
    $id: Now.ID['retroactive-response-sla'],
    name: 'Retroactive Response SLA',
    table: 'incident',
    active: true,
    target: 'response',
    duration: Duration({ days: 1, hours: 8 }),
    schedule: 'b1992362eb601100fcfb858ad106fe16',
    timezoneSource: 'sla.timezone',
    timezone: 'US/Pacific',
    flow: '828f267973333300e289235f04f6a7a3',
    conditions: {
        start: 'priority=1^state=1',
        stop: 'comments!=NULL',
        pause: 'state=3',
        resume: 'state=2',
        cancel: 'state=7',
    },
    whenTo: {
        resume: 'on_condition',
        cancel: 'on_condition',
    },
    retroactive: {
        start: true,
        setStartTo: 'sys_created_on',
        pause: true,
    },
    enableLogging: true,
})