You must have the support role on your ServiceNow account defined to the assignment group that you want to work on.
While there are two different ways to track the SLA of a ServiceNow ticket, it is important to mention the SLA metrics before explaining further:
Response SLA corresponds to the reaction time of a ServiceNow ticket, meaning the time limit of an incoming ticket that must be assigned to a team member before the SLA is breached.
Resolution SLA corresponds to the solution time of a ServiceNow ticket that must be resolved before breaching that time limit. It is important to note that Resolution SLA metric starts counting once the ticket has been created until it has been resolved. It does not reset if the ticket is assigned to a different assignment group or assignee.
Tracking the SLA on Dashboard
If a ticket breaches any SLA metric, it will show up on SLA Breached Tickets widget. These widgets are hypothetical and must be created and added into your dashboard.
It is important to track Older than 30 Days for Prio 3 tickets, and check the ticket if it is shown there, since Prio 3 tickets have 35 days of Resolution SLA. The same applies to Older than 7 Days widget, if there’s an active Prio 2 ticket.
Tracking the SLA Within a ServiceNow Ticket
The SLA metrics of each ServiceNow ticket can be tracked at the very bottom of ticket details.
Each row on this table indicates a different SLA metric and its details.
Prio 3 Response is the Response SLA metric of this Prio 3 ticket, that shows as breached since it took more than 8 hours to respond.
Prio 3 Resolution is the Resolution SLA metric of the Prio 3 ticket. In case 15 days has passed in the metric, there are 19 more days until this ticket might breach the SLA.
Pending User is the Pending User Info incident state SLA that counts the number of days until the requester must respond until this ticket might be resolved automatically.