SLA Definition for Offboarding Catalog Item

[lopchris27]

Hello ServiceNow Community,

I hope this post finds you all very well. May I ask your help on this requirement that I'm currently working on.

We have a catalog item named Offboarding (used to file a request to deactivate user accounts and accesses due to resignation).

This catalog item has a variable/field named Effective Date (effective date of employee separation or resignation).

The requirement is to start the SLA on the effective date.

Below are the scenarios for effective date:

-Effective date can be date on the future (greater than opened date of request because employee will render remaining days).

-Effective date can also be a current date (for immediate or within the day separation)

-Effective date can also be a date in the past (in cases when employee is on AWOL for a longtime)

May we know also what will be the consideration for its Pause and Resume condition?

Thank you.

[AshishKM]

Hi @lopchris27 ,

Create a new state option [ On Hold ] for catalog task and consider this on hold state for task pause condition ( similar to incident)

let us know if this option work for you.

-Thanks,

AshishKMishra

[Dr Atul G- LNG · Accepted solution]

Hi @AshishKM 

Pending is already there. juts need to use this to pause

[AshishKM]

@lopchris27 that's best to use for pause condition. @Dr Atul G- LNG 👍