SLA changes based on request type for Employee Relations

[Apaul]

We are trying to configure SLA for ER cases, there is a condition, if If Record producer Request Type is A, set SLA to 7 days.

How to do it?

[Dr Atul G- LNG]

Hi @Apaul 

In the SLA start conditions, you can specify that the Record Producer is XXXX — this way, the SLA will only trigger based on that specific condition.

[Apaul]

in condition, I can't see record producer btw. Table is Employee relations

[Dr Atul G- LNG]

Hi @Apaul 

I don't have HRSD set up on my instance, but I believe that within Employee Relations, you can use a Catalog Item.

You’ll need to check which field on the Employee Relations table holds the catalog item name — once identified, you can use that field for your use case.

https://www.servicenow.com/docs/bundle/vancouver-employee-service-management/page/product/human-reso...