How to Attach Different SLAs Based on Assignment Group in Service Catalog

[Anil Karthik N]

Hello All,

I am working on a Service Catalog with around 350 catalog items. Once a form is submitted, the request is assigned to a different assignment group based on the selection of a branch variable on the form.

The challenge I am facing is that the SLAs for each assignment group vary, and I need to dynamically attach the correct SLA based on the selected assignment group.

I’ve considered using business rules or SLAs configured in the catalog item, but I am unsure of the best approach to ensure the right SLA is applied to each assignment group after form submission.

Has anyone worked on a similar scenario or have any suggestions on how to achieve this? Any help or insights would be greatly appreciated!

[Medi C]

Hi @Anil Karthik N,

I hope you are doing well!

You can:

• Create SLA Definitions for each assignment group.
• Under Start Conditions, use:
  • Table: sc_req_item (Request Item)
  • Start Condition: Assignment Group is [specific group]
• Under Stop Conditions, define when the SLA should stop (e.g., when 'active' changes to false).
• Repeat for each assignment group with the appropriate SLA.

What you need to ensure, on your Flow / Workflow for each catalog item, you should make sure that the assignment group is set on the RITM.

To reduce the number of SLA definition to be created. You can check the SLAs for your assignment groups and group those assignment groups which have the same SLA in one SLA definition. 

[Anil Karthik N]

Hi @Medi C ,

We have 400+ groups, we can't create 400+ SLA definitions.

[Dr Atul G- LNG]

Hi @Anil Karthik N 

I believe this is what you need to follow. The SLA conditions need to be set up. Alternatively, try checking if you can combine a few groups into a major group using a parent-child format, or see if the group type can be applied here.

[Dr Atul G- LNG]

Hi, @Anil Karthik N 

When we talk about the specific group, generally, we talk about OLA, not SLA, but practically speaking, there is no difference in SN between SLA and OLA. Like you crate teg other SLA now u need to create SLA sc_task table and add the group condition in same rest all fine.