How to Apply SLAs on Non-Task Tables?

[ishusingh]

We're using the Sales and Order Management (SOM) module and have a use case where we want to apply SLAs not just on Order Tasks, but also on the Customer Order table itself.
We know that SLA definitions work out-of-the-box for Order Tasks (since they extend the Task table), but the Order table does not, so it’s currently not eligible for SLAs.
We explored using metrics to track time between state changes, but this doesn’t allow us to set target durations or trigger notifications like SLAs do.

Has anyone implemented something similar?
Is there a recommended workaround or customization for applying SLA-like tracking on non-task tables like Customer Order?
Thanks in advance!

[Dr Atul G- LNG]

Hi @ishusingh 

https://www.servicenow.com/community/developer-forum/how-to-attach-sla-for-custom-table-which-is-not...

[ishusingh]

Hi Atul,
Thank you for responding but that article does not provide a valid solution.

[Dr Atul G- LNG]

Hi @ishusingh 

Agreed. Based on my experience, we can’t set up SLAs on non-task tables directly. However, since this is a ServiceNow product capability, I’d recommend logging a case with Now Support. They might be able to guide you with a workaround or confirm the limitation officially. 🔍🛠️