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ServiceNow SLA Upgrade/Downgrade Scenario

  • April 27, 2020June 1, 2020
  • by Nicole Bailey

All you should know about how to achieve the SLA upgrade/downgrade scenario when priority changes. 

ServiceNow SLM provides the capability of tracking and documenting all service commitments between IT, service providers, and customers. What if, there is a business scenario where SLA should upgrade or downgrade when the priority of incident/case changes. This article will enable you to understand all about how we can achieve this business scenario without any customization.

 

  • Business Requirement 1 (Upgrade):

Whenever priority changes from P4 to P3 or P3 to P2 or P2 to P1, then-new SLA should get attached as per current priority, and the SLA time should be priority changed time.

 

  • Business Requirement 2 (Downgrade):

Whenever priority changes from P1 to P2, P2 to P3, P3 to P4, then New SLA should get attached as per current priority, and the SLA time should be created time of the record (incident/case).

 

  • Challenge:

We cannot achieve this business requirement through one SLA for each priority, as one SLA can either be retroactive or not. Both at the same time is not possible and, we don’t have Changes, Changes to, and Changes from in SLA condition builder.

 

  • Solution:

Create 2 SLA for each priority, one with a retroactive start as ‘true’, and the other with retroactive start ‘false.’ Specify the different names for both SLA.

For example, P2 upgrade SLA is named as P2_Resolution_Upgrade, and P2 downgrade is named as P2_Resolution_Downgrade and creates one SLA called ‘Cancelled SLA’.

Now, as we have 2 SLA’s created for a priority OOB SLA Engine will create both task SLA whenever condition met for SLA.

The next step is to detach the incorrect task SLA when priority upgrade/downgrade.

To achieve this, create two business rules one would be running when priority is downgraded, and the second would be running when priority is upgraded or when any other changes are done on incident/case.

  • If priority is downgraded, then find the task SLA where “SLA name contains current priority AND name contains Upgrade and Stage is In Progress” and set state = Cancelled and SLA definition = Cancelled SLA, Active = false, task = ‘ ’ inside the business rule.
  • If priority is upgraded, then find the task SLA where “SLA name contains current priority AND name contains Downgrade and Stage is In Progress” and set state = Cancelled and SLA definition = Cancelled SLA, Active = false, task = ‘ ’ inside the business rule.
  • If some other attribute changes on the incident, then find the latest SLA which got attached, as per the-
    •  “SLA name contains current priority and orderByDesc with the created time of task SLA.”
    • and set state = Cancelled and SLA definition = Cancelled SLA, Active = false, task = ‘ ’ inside the business rule script.

 

To avoid any impact on SLA reporting, create a table clean-up record on task_sla table with ‘sys_updated_on’ and age in seconds to 30 mins or one hour, and condition should be SLA Definition is ‘Cancelled SLA’.

This clean-up record will remove all the unwanted Cancelled SLA’s from the system. We achieved the upgrade/downgrade scenario without creating any new field on incident or case.

 

PFB screenshot which shows Task SLA’s in case of priority upgrade P4 – P3 – P2 (current)

PFB screenshot which shows Task SLA’s in case of priority downgrade P2- P3- P4 (current)

 

Written By:

Palash Mahajan
Technical Consultant

 

Case Study

ITSM Case Study – Aqura

  • April 22, 2020April 23, 2020
  • by Nicole Bailey

Aqura needed a single platform to support its internal/external ITSM processes

OVERVIEW:

Aqura Technologies with the help of Enable elevated their maturity in terms of their ITSM processes using the NOW platform

 

READ THE FULL CASE STUDY HERE:

AQURA – ITSM Case Study

 

 

 

Case Study

ITOM Case Study – AEMO

  • April 22, 2020April 22, 2020
  • by Nicole Bailey

AEMO had a desire to increase the accuracy of their current data, and open the door to opportunities for further automation development beyond this project.

OVERVIEW:

The Australian Energy Market Operator (AEMO), along with Enable expertise, made an array of gas and electricity market, operational.

 

READ THE FULL CASE STUDY HERE:

AEMO – ITOM Case Study

 

 

 

Case Study

ITSM Case Study – RAPO

  • April 22, 2020
  • by Nicole Bailey

ITSM/ITOM Service Catalog and Order Guide

OVERVIEW:

Ricoh chose ServiceNow as the core engine and integrated IT management suite for IT process automation and governance

 

READ THE FULL CASE STUDY HERE:

RAPO – ITSM Case Study

 

 

 

Case Study

ITSM Case Study – REECE

  • April 22, 2020
  • by Nicole Bailey

High-Security Activation & Security Hardening

OVERVIEW:

Reece Limited uses ServiceNow tool for IT service management, showroom display, facility management, procurement, vendor management, field services and several other custom applications built on ServiceNow

 

READ THE FULL CASE STUDY HERE:

Reece – ITSM Case Study

 

 

 

Events

ACS Hackathon

  • April 20, 2020June 1, 2020
  • by Nicole Bailey

Enable are pleased to be a part of the ACS Hackathon

 

The team entered a Hackathon run by the Australian Government and the Australian Computer Society (ACS) with a theme of #FlattentheCurve.

Over 2,400 competitors from around the world entered what’s been described as ‘the biggest hackathon in the Asia-Pacific’ last weekend.

The ACS “Flatten The Curve” hackathon saw more than 200 teams compete for $50,000 in prize money with 43 shortlisted across five categories: Education, Assisting Health Care, Protecting the Vulnerable, the Future of Work, and Wellness and Mental Health.

“The scale was larger than any held in APAC before, with so many competitors, mentors and partners from so many backgrounds and time zones,” said Steve Nouri, hackathon organiser and ACS Head of Data Science.

“With the hackathon totally online, we anticipated challenges in forging trust between teams, communications, accountability and team creation, but the mentors and teams rose to the occasion and delivered a great result.”

One of the categories was: Identifying and Helping vulnerable people/at risk. The ENable team built a platform called Neighbourhood Foodbox using CSM, VA, Mobile, Communities and Events. Our application allows Local Governments, Communities or Not For Profits to crowdsource food from people’s veggie patch, fruit tree’s or excess shopping and distribute it to those in need. As we know with COVID 19 there will be many more people at risk of not being able to secure enough food due to loss of income. The platform has quite a bit of automation and uses the communities event capability to organize pick up/drop off, allowing people to contribute while still keeping up social distancing and helping to #FlattentheCruve What is really amazing is that the team built a full-blown platform in a day, no smoke and mirrors.

Really amazing effort with the now familiar sounds of children in the background, dogs barking, food mixers etc.

 

The team created something that can help people contribute to their local communities with what they already have, strengthen their community bonds.

To take you through the app here is the silky tones of Ian White, narrating up as our Chatbot, Harry the Helper – https://youtu.be/46t14pRybCQ

News

Free building visitor registration app

  • April 14, 2020
  • by Nicole Bailey

“As part of the Enable Covid-19 response, to assist companies safely managing their workplace we are offering our VisitUs application, developed by our Enable Labs division, for free during the crisis. Enable is doing all we can to help organizations keep the lights on and keep them running through this time. As an example, we have repurposed our application VisitUs (available on the ServiceNow store).

This building visitor registration application now improves the safety of essential workers or people who still have to go into offices and workplaces. And there are many millions of people in this situation! Using the application, companies can track who enters their premises and who they meet onsite. The application’s new features as part of our safety response include ‘no touch’ check-in and check-out via QR code for pre-registered visitors, and a temperature check/recording option. These features help provide visibility of hosts and visitors who may come into contact with someone who is later identified as infected. In other words, VisitUs is a viable track and trace system for building management.”

 

To install VisitUs for free you can click on the ServiceNow store link https://bit.ly/3cmj998

News

Integrated risk management solution in one platform

  • April 13, 2020April 15, 2020
  • by Nicole Bailey

Enable Professional Services is partnering with LexisNexis, to offer an integrated risk management solution on one platform

Enable Professional Services is excited to have partnered with LexisNexis on integrated risk management (IRM) and governance risk and compliance (GRC) solution. For Enable’s IRM/GRC clients, this partnership will improve their workflow processes, increase efficiencies and enable improved productivity, so they can keep up with the pace of regulatory changes.

Enable CEO, Bruce Hara, said, “We’re delighted to work with the trusted global brand LexisNexis. Our partnership offers real business value to our shared customers, who will have better visibility and better processes for making decisions in a compliance heavy landscape”.

Specifically, the partnership means Enable’s IRM/GRC clients can easily access comprehensive regulatory content developed by LexisNexis, via an easy-to-use dashboard and workflow platform powered by ServiceNow.

As a result, IRM/GRC clients will have greater control of their compliance obligations and be able to streamline their compliance management. Not only will they be alerted to the latest regulatory obligations, but they will have the content (authored in plain language) and tools to manage, monitor and demonstrate their compliance.

LexisNexis is a leading global provider of legal, government and corporate information solutions, providing computer-assisted legal research as well as business research and risk management services.

Enable is an Australian owned Elite partner of ServiceNow, with the unique capability to onboard the rich regulatory compliance content from LexisNexis. Using this content, and ServiceNow’s suite of GRC and IRM products, Enable can automate a customer’s GRC processes, and manage work across IT and shared service functions such as HR, Finance, Legal and Facilities.

Enable’s Director of Strategy and Innovation, Paul Thomason said,

“By collaborating with ServiceNow and LexisNexis, we have developed some truly differentiated capability. Our customers are struggling to keep up with the rapid pace of regulatory changes. But the enhanced content from LexisNexis combined with ServiceNow’s capability fills out a solution stack. Along with IoT/SmartOps, it helps customers meet the challenge of continuous IRM”.

LexisNexis Executive Director of Emerging Markets & Corporate, Myfanwy Wallwork, commented, “LexisNexis is excited to welcome Enable Professional Services as a key strategic channel partner. As market demand for LexisNexis Regulatory Compliance grows, it is important that we partner with technology providers, like Enable PS, that provide customers with best-in-class IRM/GRC solutions”.

Case Study

CSM Case Study – ASAHI

  • April 7, 2020April 22, 2020
  • by Nicole Bailey

Remove manual handling with a single step system of action

OVERVIEW:

Enable assisted Asahi to set up one single system of action across business units to facilitate ease of communication between customers and support staff providing visibility of requests and cases.

 

READ THE FULL CASE STUDY HERE:

ASAHI – CSM Case study.pdf

 

 

 

Case Study

Remote Working Case Study – AIIA

  • April 7, 2020April 30, 2020
  • by Nicole Bailey

Remote working and collaboration is the new normal

OVERVIEW:

The 2020 pandemic has called for a different way of working. A huge change is that organisations need their people to work remotely. We’ve always worked this way at Enable, and we can help your workplace do it too.

Here, we’re proud to explain an example that is helping thousands of organisations across Australia, and hopefully keeping many more thousands of people in work.

 

READ THE FULL CASE STUDY HERE:
AIIA – Remote Working Case Study

 

 

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