SLA and OLA

[rambo1]

Hi Team, 

I am building a catalog item with 10 tasks , client wants 45 days sla for RITM and also want to track sla/ola for catalog tasks .

Can I create SLA for RITM with conditions item =xyz, start is work in progress , duration 45 days 

and SLA or OLA  for catalog tasks 5 days for each. Please suggest.

SHould I created sla on sc_task?

[Nilesh Pol]

@rambo1 You should create the SLA/OLA on the sc_task table since catalog tasks are represented by this table and Set the Duration SLA/OLA duration to 5 days for each task.

Also keep following configuration is developed:

• SLA Definitions: Create separate SLA definitions for the RITM and each catalog task. Ensure that each SLA has the appropriate conditions, start conditions, and durations.
• SLA Workflow: Ensure that the SLA workflow is correctly configured to handle the start, pause, and stop conditions for both RITMs and tasks.
• SLA Policies: Define SLA policies that govern the behavior and escalation of SLAs/OLAs.

[Rafael Batistot]

Hi @rambo1 

SLA for the RITM

• You can absolutely create a SLA Definition on the sc_req_item table.
• Condition: Request Item → Catalog Item = XYZ
• Start: Work in Progress (or whichever state marks the beginning of fulfillment).
• Duration: 45 days.
• This SLA will measure the overall lifecycle of the RITM.

2. SLA/OLA for the Catalog Tasks

• If your client wants SLA/OLA per task (example: each task must be completed within 5 days), then yes — you must create SLA definitions on sc_task.
• Table: sc_task
• Condition: Catalog Item = XYZ (or use a Task type condition if applicable).
• Start: When task moves to Work in Progress (or your process equivalent).
• Duration: 5 days.

This way:

• The RITM is tracked at 45 days SLA total.
• Each of the 10 catalog tasks has its own 5-day SLA/OLA.

[Dr Atul G- LNG]

Hi @rambo1 

Greetings!!

Generally, we don't track SLAs at the RITM (Request Item) level. As a best practice, SLAs are mainly used at the SC Task (Service Catalog Task) level.

That said, it's technically possible to place an SLA on the RITM and an OLA on the SC Task level, but there's no built-in validation to ensure the OLA is shorter than or aligned with the SLA.

Instead, it's better to use a 'Due Date' on the RITM and apply SLAs at the SC Task level. You just need to configure the SLA to trigger only when a specific Request Item is created and attached to the task.