RITM/SCTASK SLA's and reporting

[ITProMD]

Challenges:

1. RITM's breaching SLA despite SCTASK being put into "PENDING" status.
2. Unable to find or report on SCTASK SLA performance

Background:
Our team gets requests to complete reports/metrics/dashboards in ServiceNow.

Customers opens an REQ from the employee center, it generates a RITM, and then once approved it sends us the SCTASK to complete the work. The RITM just acts as a placeholder usually, we never assign RITMS to anyone, nor do we work them or interact with them at all.

When the catalog item was set up, we left it to default to the generic 20-day RITM SLA.

We've noticed 2 things:
1. When we "pause", put the SCTASK in "PENDING", the RITM does not go into pending
2. There only appears to be a RITM TASK SLA, and not any sort of SLA attached to the SCTASK

Questions for the experts:

1. Is it possible to set up a custom SLA definition for our team's catalog request, that will allow us to do workflow settings so that if we "PENDING" the SCTASK, the RITM will also go into "PENDING"?
   
   
2. If we're not seeing any results when reporting on SC_TASK_SLA and TASK_SLA for our team, is it safe to assume there aren't any definitions configured at the SCTASK level of requests coming in?
   
   
3. Are there any other recommendations or best practices you can give?

Thank you!

[ITProMD]

Bump

[jonsan09]

Sounds like you currently have SLAs configured on the Request Item (sc_req_item). From what you are describing, it sounds like it might be best to create new SLAs on catalog tasks (sc_task). Having the SLAs on the catalog task level will provide you with more granular control such as allowing pausing SLAs, having different SLA targets (Response and Resolution),  and having separate SLAs for each task on a RITM. You would also then be able to report directly from task_sla database view.

[ITProMD]

Thank you for the info!

Do you know if there's a way to do a workflow where pending an SCTASK would also pend the RITM? Our team only works the actual SCTASK, we're trying to find a way that when we pend our SCTASKS, it also pends the RITMS.

[jonsan09 · Accepted solution]

You could try creating a business rule on sc_task that sets the parent RITM to "pending/on hold" when the catalog task is also "pending/on hold".