Should SLA Start Prior to Approval?

[CathyD]

Wondering how others are doing this. If a RITM needs an approval, does the SLA clock start as soon as the RITM is created, or does it start after the RITM is approved?

[jonsan09]

SLAs for catalog items are generally tracked at the task level. If you are looking to track from the time from a request being submitted to being completed you might want to look into Metrics instead. Metrics can be on the RITM level. Here is quick excerpt on the difference between SLAs and Metrics: https://www.oreilly.com/library/view/servicenow-building-powerful/9781788628730/e3843476-50f4-4b63-8...

[VEEN PRANEETH K]

Hi @CathyD ,

The complete SLA's concept works as per the instance configured. By setting the correct conditions based on your business requirements, you can ensure that the SLA clock starts at the appropriate time

Immediate Start with Approval Included:

Start Condition: State is Created
Stop Condition: State is Closed

Start After Approval:

Start Condition: Approval is Approved
Stop Condition: State is Closed

Thanks,

Veena Praneeth