Create SLAs for approvals on specific RITM items

[SwathiBanda]

I want to create SLAs for approvals on certain RITM items — trigger when approval starts, stop when approved/rejected, and apply only to certain catalog items. What’s the best way to configure this?

[Hanna_G · Accepted solution]

Hi @SwathiBanda 

You can do this using Task SLAs linked to the sc_req_item table.

1. Create a SLA Definition with:

   • Table: sc_req_item

   • Start condition: approval state = Requested

   • Stop condition: approval state = Approved OR Rejected

2. Add a Condition or Catalog Item filter (e.g. cat_itemIN<list of items>) so it only applies to specific RITMs.

3. If you trigger approvals via Flow Designer, ensure the approval state field changes correctly — SLAs depend on that update event.

Optionally, add a pause condition for states like On Hold if needed.

[Hanna_G · Accepted solution]

Hi @SwathiBanda 

You can do this using Task SLAs linked to the sc_req_item table.

1. Create a SLA Definition with:

   • Table: sc_req_item

   • Start condition: approval state = Requested

   • Stop condition: approval state = Approved OR Rejected

2. Add a Condition or Catalog Item filter (e.g. cat_itemIN<list of items>) so it only applies to specific RITMs.

3. If you trigger approvals via Flow Designer, ensure the approval state field changes correctly — SLAs depend on that update event.

Optionally, add a pause condition for states like On Hold if needed.

[Community Alums · Accepted solution]

Hi @SwathiBanda,

You can create a SLA Definition for Requested Item:

If my response helped, please mark it as the accepted solution so others can benefit as well.