How to Trigger RITM SLA Based on SCTASK Assignment Group?

MariaVitorS
Tera Contributor

‎05-21-2025 06:33 AM

Hi everyone, how are you?

I have a question:
I need to set up 3 SLAs directly on the RITM, but one of the conditions to start the SLA is that the assignment group of one associated SCTASK belongs to 3 specific groups.

Does anyone know a practical way to handle this in ServiceNow, considering that the assignment groups are on the tasks and not directly on the RITM?

Thanks in advance!

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎05-21-2025 07:14 AM

Hi @MariaVitorS 

Logically, you should not use SLA on RITM, as it's not the best approach. You should create the SLA on the SC task instead, which is the correct and most efficient way. In your case, I think it may not be possible since you need to dot walk, and that might not be feasible.

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RobertHayton
Tera Expert

‎05-21-2025 07:28 AM

For your use case,

Assignment group is already on the Ritm Table (sc_req_item) you can add it to the form.

or you can have a flow fill in the assignment group and just leave it off the form.

 

the logic could you just set the start condition active is true to assignment group is not null(or one of the 3 groups in an or block). that way when the assignment group is filled in it triggers.

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