SLA configuration in ServiceNow is generally a pretty straight-forward process once you understand how the system works. One fairly common SLA requirement that isn't so straight-forward to configure is a task due date-based SLA. This type of SLA is dependent on user-provided input into the 'Due date' field on a task record. Of course, you could apply the same concept to any date/time field on any record in the system. The only problem is that there's no built-in way to set up this type of SLA. This article will show you how this can be accomplished.
Special thanks to James Grinter from ServiceNow for developing this entire solution. My only contribution is to share it with you here.
Read more at SNGuru!
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