---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/field-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# SLA for work orders

# Field Service Management SLAs {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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://www.servicenow.com/docs/access?context=service-level-management-concepts&version=australia&pubname=australia-it-service-management&ft:locale=en-US) 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:{#c_FieldServiceAutomationSLAs__table_egh_xh1_mr__entry__2}

| 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) |
[Tabelle : 1. Default SLAs]

{#c_FieldServiceAutomationSLAs__table_egh_xh1_mr}

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.  
Hinweis:  
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.  
{#c_FieldServiceAutomationSLAs__table_mqc_k23_1yb__entry__2}

| 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 |
[ ]

{#c_FieldServiceAutomationSLAs__table_mqc_k23_1yb}
**Zugehörige Tasks**   

* [Manage a work order SLA](https://servicenow-prod.fluidtopics.net/lxVHuWR6co7eXmG~HsbPlw "View and manage work order SLAs from the Work Order form or the Work Order Task form.")