sc_req_item SOW Customer info not showing SLA

[yelias]

Hello all,
Im having issue with the customer information for RITM on SOW. as attached the first photo doesnt have it under a RITM record, but the second picture for an incident record has the sla and timing.
How can i enable sla timing on the record information for ritm just like the incident?
Thanks and advance! 🙂

[RajveerSingh]

Hi @yelias 

If Task SLA records do exist for the RITM, then the issue is likely with the workspace configuration. Compare the Incident and RITM record pages in UI Builder and verify that the SLAs and timings component is configured for the RITM page as well.

[yelias]

The task SLAs are configured for the sc_req_items and there are records, also there are SLA timings configured, incident works perfectly but the sc_req_item doesnt even show the sla timing window in the record information.
 

[RajveerSingh]

If Incident records are displaying the "SLAs and timings" section but RITMs are not, I would compare the workspace configuration for both record types. In particular, check the Record Information component in UI Builder and verify that the SLA component/data resource is configured for the sc_req_item page.

you're using the out-of-the-box RITM page in SOW or a customized workspace experience? That may help narrow down whether this is a configuration issue or a limitation of the page definition.

Hope this helps.