✓Verified against a real instance. All 31 documented fields below were found in a schema snapshot captured from dev392189.service-now.com (Australia release) on 2026-08-23, by npm run verify:schema. The semantics in the last column are ours; the existence and the spelling of every field name are the instance's.

Fields

Field	Label	Type	What it means
name	Name	string	—
type	Type	choice	Exactly three values: SLA, OLA, Underpinning contract. A label for reporting — it changes nothing about how the clock runs.
collection	Table	table_name	The task-family table this definition is evaluated against.
target	Target	choice	Response or Resolution — the commitment this definition measures.
active	Active	boolean	Inactive definitions stop attaching new clocks; existing clocks keep running.
duration	Duration	glide_duration	A fixed target. Stored as an offset from 1970-01-01, so four hours is 1970-01-01 04:00:00.
duration_type	Duration type	reference → cmn_relative_duration	Empty means use duration literally; a reference means a script computes the end time ("end of next business day").
relative_duration_works_on	Relative duration works on	choice	Task record or SLA record — which record the relative duration script is handed.
schedule	Schedule	reference → cmn_schedule	—
schedule_source	Schedule source	choice	No schedule / SLA definition / Task field. "Task field" plus an empty field on the record is the silent 24x7 bug.
schedule_source_field	Schedule source field	field_name	The field read when schedule_source is Task field.
timezone_source	Timezone source	choice	The caller's, the caller's location's, the task's location's, the CI's location's, or the definition's own. Any hole in the dot-walk falls back to the instance default.
timezone	Timezone	choice	Used when timezone_source is the definition itself.
start_condition	Start condition	conditions	When true on a record with no active clock for this definition, a task_sla row is created.
stop_condition	Stop condition	conditions	Absent or unreachable, and the clock never ends. The most common definition defect.
pause_condition	Pause condition	conditions	—
resume_condition	Resume condition	conditions	Only consulted when when_to_resume is "Resume conditions are met".
when_to_resume	When to resume	choice	Pause conditions are not met (default) / Resume conditions are met.
cancel_condition	Cancel condition	conditions	—
when_to_cancel	When to cancel	choice	Start conditions are not met / Cancel conditions are met / Never. "Never" is how cancelled tickets keep live clocks.
reset_condition	Reset condition	conditions	—
reset_action	Reset action	choice	Cancel or complete the existing clock before a new one attaches — decisive for OLAs that reattach on reassignment.
retroactive	Retroactive start	boolean	Backdate start_time to the field in set_start_to instead of the moment the condition matched.
set_start_to	Set start to	field_name	The task field a retroactive start reads. Defaults to opened_at — whatever your intake integration wrote there.
retroactive_pause	Retroactive pause	boolean	Replay pauses that happened before the clock existed.
condition_class	Condition type	reference → sla_condition_class	The script include that evaluates conditions. A replaced condition class is a genuinely hostile customization — check it before debugging anything else.
adv_condition_type	Advanced condition type	choice	Records whether conditions read journal or system fields — i.e. how expensive evaluation is on every save of the table.
workflow	Workflow	reference → wf_workflow	Runs on the task_sla row: warning notifications at percentage thresholds, escalation at breach.
flow	Flow	reference → sys_hub_flow	The Flow Designer equivalent on newer releases.
vendor	Vendor	reference → core_company	The third party an Underpinning Contract binds.
enable_logging	Enable logging	boolean	Verbose engine logging for this definition. Invaluable while debugging, expensive left on.

Relationships

From	Via	To	Why it matters
task_sla	sla	contract_sla	Which promise this clock is measuring.
contract_sla	schedule	cmn_schedule	—
contract_sla	duration_type	cmn_relative_duration	—
contract_sla	workflow	wf_workflow	Warning and breach actions, running on the clock.
contract_sla	vendor	core_company	The third party an Underpinning Contract binds.

What a static page cannot show you. In the app this table is a node you click in an animated model graph: light it up, dim everything else, trace the shortest path to another table, and export the slice as a diagram. The same field semantics are also served to AI tools over MCP, which is how a coding agent can cite contract_sla instead of guessing at it. Here it is a table, because a table is what a static page can be honest about.

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