How to create SLA for catalog item?

Rasoolbe · ‎05-20-2026

I need to create one sla for catalog item?

Tanushree Maiti · ‎05-20-2026

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):

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.

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).

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.

Set Stop Conditions

Under the Stop condition section:

State is Closed Complete
(Optional) State is Closed Incomplete or Closed Cancelled

Save the SLA

Click Submit or Save.

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Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

View solution in original post

Rasoolbe · ‎05-20-2026

when the catalog item start is condition state open and wip , pause pending, stop closed complete.

PoonkodiS · ‎05-20-2026

@Rasoolbe

According to @glideFather you can change the condition here

glideFather · ‎05-20-2026

ahoy @Rasoolbe,

if you want a SLA for a specific catalog item, then create a new SLA definition (as seen on the left side)

Select table sc_task and in the condition add Item is <your catalog item>, then populate all the conditions when to start, pause, cancel or complete that SLA and ensure it is in a set: one for resolution and one for response. If you need to take more conditions (e.g. Priority then more records will be needed).

TIP: also check for the existing SLA on the sc_task and if there is any, ensure that all of them have added condition "Item is NOT <your catalog item>", otherwise the SLA will be duplicated.

✂-----Cutting-out-the---✦AI-noise✦---All-replies-written-and-vouched-for-by-GlideFather---

Ankur Bawiskar · ‎05-20-2026

@Rasoolbe

SLA is always on task extended table

what's your exact business requirement?

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader