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.

[JimCheffer]

Felipe, we have been using SLA's on Service Catalog items for many months. Working as expected. Regards Jim

[daveduckett]

Realize this is an old post, but wanted to share since I ran into needing something similar. What we did was create SLA definition on the sc_req_item table and set the Duration type to to 'Breach on due date'. Relative duration works on 'SLA Record' and the schedule source was 'SLA definiton' using a workday calendar (taking holidays into account).

The start condition was for request items where 'active = true' and the stop condition were any of the closed states (complete, incomplete, or skipped).

The way this works then is that the due date is set by the 'expected time' field in the properties of a workflow--this can be set per workflow so that persons can set their own fulfillment time for their catalog items. A workflow for this SLA definition then sends reminders at certain percentage of elapsed business time.

Drawbacks are that there is no pause condition due to the Duration type ('Breach on due date' cannot have a pause condition), and there are catalog items that take multiple kinds of requests, so the 'expected time' is set for whichever type of request takes the longest to fulfill.