How to show the RITM SLA on the SC_TASK

[anithanarayan]

Hi All,

Need your help please.

The ask is to build SLA's for Service Request based on priority. They should be able to see which are the breached RITM's and w

I am confused if we should create SLA's at RITM or at SC_TASK level. The reasons are -

1. If we build SLA on RITM - Fulfillers working on Catalog tasks will not be aware of the SLA's and may take their own time for completion.

Second, how to define the pause condition on RITM SLA based on catalog task state meaning, i want to pause the RITM SLA if any of the catalog tasks under it is put on Pending state.

2. If we build SLA on catalog task - If there are multiple catalog tasks getting created one after another or dynamic catalog task creation, then each catalog task based on priority will take 3 or 5 days time when they are created which is not correct as the overall RITM has only 3 or 5 days (based on priority)

The workaround I am thinking of for now is - 

Build SLA on RITM based on priority and show the RITM SLA on the catalog task. But how to show it, is it possible ? Any solution here will be very helpful.

The below community link asks the same but did not get the solution. This solution will greatly help

https://community.servicenow.com/community?id=community_question&sys_id=52b68b65db1cdbc01dcaf3231f96...

Thanks in Advace

Regards,

Anitha

[Narsing1 · Accepted solution]

Hi,

Create a Relationship like this

• System Definition --> Relationships  -->  Create a new record
• Add your code like this

• Go to your Task and You will be able to see this in the Task Related List [Configure -> Related List]
• Add this and you will be able to see the RITM task sla

Please mark it as correct answer if it helps

Thanks,

Narsing

[anithanarayan]

Thank you so much Narsing, this is working.

Another question please.

As per the Best practice, what is correct to do here -

1. If we are defining SLA on RITM and showing the RITM SLA on Catalog task. As per the best practices, should we put RITM "on hold" or "pending" if catalog tasks are in pending state ?

Can we do this outside of workflow through business rules, so that it is across the table and not specific to any one catalog item.

2. As per OOTB process, RITM does not get assigned to any group. It is only Catalog tasks that fulfillers work on. Is this mandatory, why cant we have RITM assigned to a group, as reporting happens at the RITM level and Manager needs to know which RITM's have breached and which group is responsible for it.

Regards,

Anitha

[Narsing1]

Let's say you have a Onboarding a New Hire Catalog Item which involves procuring a Laptop, Softwares, Accessories etc.,

To fulfill all the above things there is a group called Onboarding fulfillment Team.  But for fulfilling Laptop we have Laptop Fulfillment Team, Software we have Software Fulfillment Team and Accessories we have a different Team.

So here you have an RITM that needs 3 different tasks that is going to perform 3 different tasks.  Ideally in this case the overall responsibility is in the hands of Onboarding Fulfillment Team and not with the other teams.

Now, here the RITM will be assigned to Onboarding Team.

Task 1 = Laptop Fulfillment Team

Task 2 = Software Fulfillment Team

Task 3 = Accessories Fulfillment Team

Lets say for completing this RITM, you have given the commitment to the End User as 6 Working Days.

Now, your SLA for this entire request is 6 days where you can configure under SLA Definition.

For each Task, you are going to create OLA and gave 1.5 days each totally 4.5 days.

SLA will be pointed to sc_req_item and OLA may be pointed to each task.

In this way, you can define the SLA's

Thanks,

Narsing

[Susheel Hadigal]

@anithanarayan - With regards to your questions above. 

1. As per best practice, it's important that the state of RITM reflect the current state of its tasks. So if any of the Catalog tasks are in "Pending" (OOTB state), the RITM should also be in a Pending state to give an accurate status to your end user. The Catalog task could be pending approval etc. and is basically preventing work from going forward. 

2. Yes as per OOTB Process, the RITM does not get assigned to any group, but in the practical world, its important that it is. 

• 99% of the time the REQ (Overall Request) is never assigned to a team. This is the one that contains the different RITM's that the user orders. 
• The RITM should always assigned to a Team because somebody has to have responsibility from an end-user perspective to fulfill that particular requested item. Some might argue that in some cases it might be overkill to have the RITM and a SCTASK assigned to the same person, but it's important to look at the process first and think if you do need to create a SCTASK in the first place. Why not just have the RITM assigned to someone and let them fulfill the Requested Item. Always having a SCTASK for a RITM doesn't make sense. 
• Take for example the Onboarding process for an Employee
• The overall RITM can be assigned to a HR or onboarding Team
• The Catalog tasks (SCTASKs) assigned to IT, Reception or Finance for e.g. 
• This ensures that HR or the Onboarding have the full overview of the Requested Item and know which group is pending their work and take necessary action to move things forward.