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]

Thank you! I found an article that covers this scenario, much appreciate your response.

[Rob Banks]

@ITProMD Any chance you could share that article? It would help me out with this as there's someone in my org working on this right now.

[ITProMD]

No problem!

I've yet to implement this yet, but it's the correct path, and should help get you on your way.

Solved: Re: Set RITM to Pending if any linked SCTask is se... - ServiceNow Community

[Rob Banks]

Awesome, much appreciated, thank you! We're still figuring a lot out, so every little bit helps. Have a great day 🙂