How to create SLA for catalog item?

[Rasoolbe]

I need to create one sla for catalog item?

[Tanushree Maiti · Accepted solution]

Hi @Rasoolbe 

Sharing you a sample SLA creation  process. In Real time scenario, Project's SLM team will provide all the details like for which component, Start,stop,pause condition , duration , schedule details - everything they will provide.

Procedure for a sample SLA ( you can customize as per your requirement):

1. Navigate to SLA Definitions

• In your ServiceNow navigation filter, type SLA Definitions and select it under Service Level Management > SLA.
• Click New to open a blank SLA definition form. 

1. Define SLA Details

• Name: Give it a clear name (like  Hardware Order - 5 Day SLA).
• Table: Select Requested Item [sc_req_item].
• Type: Select SLA.
• Duration Type: Set your specific duration (e.g., set to User specified duration, 5 days).
• Schedule: Select your business hours schedule (e.g., 8-5 weekdays excluding holidays). 

1. Set Start Conditions

• Under the Start condition section, set the condition to:
• Item is [Your Catalog Item Name] 
• Note: If you cannot see the "Item" field, click Show Related Fields at the bottom of the condition dropdown list, then select Request Item => Item. 

1. Set Stop Conditions

• Under the Stop condition section:
• State is Closed Complete
• (Optional) State is Closed Incomplete or Closed Cancelled 

1. Save the SLA

• Click Submit or Save.

[Rasoolbe]

Thank you all