Need to Configure SLA for RITM

[nameisnani]

Hi Team ,

We have request to configure SLA for RITM for Particular Item , 

can anyone please tell , how do I requirements from The client .

Thanks ,

Nani 

[Sumanth16]

Hi @nameisnani ,

You can create SLA for RITMs (not catalogs, not catalog items).Just create a sla definition on RITM table as usual with conditions and it will work, if you want it to work only for RITMs created for a particular Catalog Item then you can include that in the SLA condition as well (item = XXX).

This thread with give you an eg

Solved: How to attach SLA to RITM - ServiceNow Community

ServiceNow - Create an SLA Definition using a Service Catalog Variable - YouTube

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda

[Harish KM]

Hi @nameisnani follow the steps as mentioned in below doc

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-level-man...

1. Go to SLA definition module

2. Create a New sla definition by selecting table as sc_req_item

3. Provide start,stop, pause conditions as per requirement and mention due days,

4. mention target . what sla are you looking for response or resolution?

Refer sample. You need to provide all important fields (yellow color)

[shyamkumar VK]

Hello @nameisnani  ,

Here is How you need to Design the SLA on RITM 

Start Condition 

Active Is True 

Item is xyz 

Stop Condtion Would be 

State is Closed Complete

have added Screenshot for your Reference

Regards,

shyamkumar

[AndersBGS]

Hi @nameisnani ,

SLA definitions can be configured under: 

Notice, that there is multiple settings that needs to be done, so according to the requirement given, only settings that we can guide you through is below:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders