Field Service Management SLAs

concept brazil Updated Sep 10, 2026 2 min read c_FieldServiceAutomationSLAs.md

ServiceNow SLAs track the service level provided by groups and individuals.

When you create a work order, the system automatically assigns it a default Service Level Management concepts based on priority level. If you change the priority of the work order, the system cancels the current SLA and applies the SLA appropriate for the new priority. The SLA timer continues to run even if the priority is changed. The three default SLAs used for work orders are:

SLA	Description
WM - 5 business days	Assigned to work orders with a priority level of 4 (Low)
WM - Next business day	Assigned to work orders with a priority level of 3 (Moderate)
WM - Same business day	Assigned to work orders with a priority level of 2 (High) or 1 (Critical)

Users with the wm_admin role can create and edit SLAs or delete them from work orders. Changes to an SLA are used in new work orders, but they do not affect existing work orders that use the SLA.

Note: The SLA applies to the work order. All associated work order tasks must be completed within the SLA time period to meet the SLA.

SLA details show on the task card in the task panel and the calendar in the Dispatcher Workspace. The number on the card in the task panel is the amount of time remaining before the SLA is breached. The horizontal line that appears under the task in the calendar view is a task bar. The bar and the number in the task panel, indicate the state of task SLA with different colors based on the following SLA durations.

SLA duration	Bar color
Below 50%	Green
In-between 50% and 75%	Yellow
In-between 75% and 100%	Orange
Above 100% (breached)	Red
Paused	Gray

Example: SLA Breach Prevention

The system detects a work order approaching its SLA threshold and at risk of breaching. Field Service Management automatically escalates the priority, notifies the dispatcher, and reorders the task queue so the job is reassigned and completed within the required service window.

Step	Actor	Action
1	System	Tracks work order against SLA
2	System	Detects SLA breach risk
3	System	Escalates priority
4	System	Notifies dispatcher
5	Dispatcher	Reorders tasks in scheduling engine
6	Dispatcher	Reassigns technician
7	Technician	Completes work within SLA

Related topics

Manage a work order SLA

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---
title: Field Service Management SLAs
description: ServiceNow SLAs track the service level provided by groups and individuals.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/field-service-management/work-order-management/c\_FieldServiceAutomationSLAs.html
release: brazil
product: Work Order Management
classification: work-order-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Manage work orders, Prepare work orders, Use, Field Service Management]
---

# Field Service Management SLAs

ServiceNow SLAs track the service level provided by groups and individuals.

When you create a work order, the system automatically assigns it a default [Service Level Management concepts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-level-management-concepts.md) based on priority level. If you change the priority of the work order, the system cancels the current SLA and applies the SLA appropriate for the new priority. The SLA timer continues to run even if the priority is changed. The three default SLAs used for work orders are:

|SLA|Description|
|---|-----------|
|WM - 5 business days|Assigned to work orders with a priority level of 4 \(Low\)|
|WM - Next business day|Assigned to work orders with a priority level of 3 \(Moderate\)|
|WM - Same business day|Assigned to work orders with a priority level of 2 \(High\) or 1 \(Critical\)|

Users with the wm\_admin role can create and edit SLAs or delete them from work orders. Changes to an SLA are used in new work orders, but they do not affect existing work orders that use the SLA.

**Note:** The SLA applies to the work order. All associated work order tasks must be completed within the SLA time period to meet the SLA.

SLA details show on the task card in the task panel and the calendar in the Dispatcher Workspace. The number on the card in the task panel is the amount of time remaining before the SLA is breached. The horizontal line that appears under the task in the calendar view is a task bar. The bar and the number in the task panel, indicate the state of task SLA with different colors based on the following SLA durations.

|SLA duration|Bar color|
|------------|---------|
|Below 50%|Green|
|In-between 50% and 75%|Yellow|
|In-between 75% and 100%|Orange|
|Above 100% \(breached\)|Red|
|Paused|Gray|

## Example: SLA Breach Prevention

The system detects a work order approaching its SLA threshold and at risk of breaching. Field Service Management automatically escalates the priority, notifies the dispatcher, and reorders the task queue so the job is reassigned and completed within the required service window.

|Step|Actor|Action|
|----|-----|------|
|1|System|Tracks work order against SLA|
|2|System|Detects SLA breach risk|
|3|System|Escalates priority|
|4|System|Notifies dispatcher|
|5|Dispatcher|Reorders tasks in scheduling engine|
|6|Dispatcher|Reassigns technician|
|7|Technician|Completes work within SLA|

**Related topics**  


[Manage a work order SLA](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/field-service-management/work-order-management/t_ManageAWorkOrderSLA.md)