Creating a Hiring Request From

[servicenowbot99]

I am working on a project to design a new hire request form using the Catalog Request feature in Service now. However, I am facing a challenge in attaching an SLA to the request form. The SLA should be activated when the request is submitted to the approver of the new hire request, and it should measure the response time of the approver. Once the approver accepts or rejects the request, the SLA should be completed and it should measure the resolution time of the request. I would appreciate any guidance or suggestions on how to solve this issue.

If you have any other suggestions on a better way to go about this process please let me know, Thank you

[cloudops]

Sure, here are the steps to attach an SLA to a catalog request in ServiceNow:

1. **Create an SLA Definition:**
- Navigate to Service Level Management > SLA Definitions.
- Click on New to create a new SLA definition.
- Fill in the necessary fields such as Name, Description, Active, etc.
- In the "Applies to" field, select "Task" as the table.
- In the "Start condition", define when the SLA should start. For your case, it could be when the request is submitted to the approver.
- In the "Stop condition", define when the SLA should stop. For your case, it could be when the approver accepts or rejects the request.
- In the "Pause condition", you can define any condition when the SLA should pause, if applicable.
- Define the "Duration" for the SLA.

2. **Create a Workflow:**
- Navigate to Workflow > Workflow Editor.
- Click on New to create a new workflow.
- Design the workflow to be attached to the catalog item. This workflow should include the SLA definition you created in the previous step.
- Save and Publish the workflow.

3. **Attach the Workflow to the Catalog Item:**
- Navigate to Service Catalog > Catalog Definitions > Maintain Items.
- Open the catalog item for the new hire request.
- In the "Process Engine" field, select "Workflow".
- In the "Workflow" field, select the workflow you created in the previous step.
- Save the catalog item.

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[Ramesh Lohar]

Sure, here are the steps to attach an SLA to a catalog request in ServiceNow:

1. **Create an SLA Definition:**
- Navigate to Service Level Management > SLA Definitions.
- Click on New to create a new SLA Definition.
- Fill in the necessary fields such as Name, Description, Active, etc.
- In the "Applies to" field, select "Task" as the table.
- In the "Conditions" field, specify the conditions that should be met for the SLA to start. For example, you can set the condition as "Request State is Requested".

2. **Define Start, Pause, and Stop conditions:**
- In the "Start condition", you can specify when the SLA should start. For example, you can set it to start when the request is submitted to the approver.
- In the "Pause condition", you can specify when the SLA should pause. If there's no need to pause the SLA, you can leave this field blank.
- In the "Stop condition", you can specify when the SLA should stop. For example, you can set it to stop when the approver accepts or rejects the request.

3. **Define SLA Duration:**
- In the "Duration" field, specify the response time of the approver. This is the time within which the approver should respond to the request.

4. **Attach the SLA to the Catalog Request:**
- Navigate to Service Catalog > Catalog Definitions > Maintain Items.
- Open the catalog item for the new hire request.
- In the "SLA" field, select the SLA you created.

5. **Test the SLA:**
- Submit a new hire request and check if the SLA is working as expected.

Remember, you need to have the appropriate roles (like admin or itil) to create and manage SLAs in ServiceNow.

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[Dr Atul G- LNG · Accepted solution]

HI @servicenowbot99 

I am working on a project to design a new hire request form using the Catalog Request feature in Service now.

Atul: You can check the OOTB Order Guide - New Hire for reference.

However, I am facing a challenge in attaching an SLA to the request form. The SLA should be activated when the request is submitted to the approver of the new hire request, and it should measure the response time of the approver. Once the approver accepts or rejects the request, the SLA should be completed and it should measure the resolution time of the request. I would appreciate any guidance or suggestions on how to solve this issue.

[servicenowbot99]

Thank you all for your help