Request and Requested Item SLA Setup

[JimCheffer]

Has anyone setup SLA's for Service Catalog request or Requested Item from a Catalog Request? I have setup SLA's for Incidents and tasks which are functioning. Doing the same setup for request or requested item does not generate an SLA. What am I missing? Thanks in advance.

[Baggies]

Hi Jim, many thanks for the reply. I will assume that you created a new field on the Task and Item forms to accommodate the Priorities. If you used the default fields it would interfere with Change and Incident as they use the same field off the task table. So the new field would be a choice list with the 2BD, 3BD through 10BD priorities as choices, and these choices are set via scripting in the workflow for each item. Thanks, Mark

[JimCheffer]

Mark, we use the task priority field out of the box for both. On Incidents the urgency and severity are used to calculate the priority. Our customer can not select a priority. Incident priorities are 1HR, 4Hr, 1BD, 2BD, 5BD, 10BD. For Tasks the workflows assign the priority by task which can not be changed. Task priorities are 1BD through 10BD. There is no workflow scripting. When the task is created in the workflow (Catalog Task Box), I select the priority from the drop down (activity properties). We do not use Change Control yet so thanks for the heads up. I would assume we would the some type of logic to present only certain priorities for a change. Jim

[Baggies]

Thanks Jim, thats very helpful, and I may ask you some more questions as what you're achieving seems what I am trying to do. Hopefully you're okay with that. Thanks again, Mark S.

[felipe_barbosa]

Hi everyone,

I am currently facing the exact same problem, my service catalog is populated with various items, and I need these to have each their own SLA's. I tried to create SLA's against tables sc_request, sc_req_item, sc_task and task itself with the type 'Requested Item' (sorry if the match is not exact, I am using ServiceNow in portuguese for a while) but neither of these solutions have worked out.

I have a workflow which is pretty standard, it's a set of percentage timers that sends notifications, so I'm not buying that the issue is there.

I also tried to check the exact same report as Jim (SLA by stage) without the same luck 😞

Please help me out on this, thanks so much in advance.

Best regards,


Felipe

[felipe_barbosa]

... It was something wrong during the creation of the SLA's. I deleted them and created the SLA records all over again, and now everything is working correctly. Maybe I choose Service Offerings SLA instead of Contract SLA in the interceptor, and this choice messed with the SLA.

Now it is working correctly.

Cheers!