SLAs

[aikaterinik]

I’m building a custom app where a Record Producer creates a record in a custom table (not extending task). I’m configuring approvals via Flow Designer and showing progress with stages. 

Both a “record” on my custom table and a “task” record have a state and can transition. So what exactly distinguishes record-level from task-level SLAs in practice? The difference is that the end user doesnt see the screenshot?

[Dr Atul G- LNG]

Hi @aikaterinik 

Let me try to address this.

The screenshot you shared does not show a Record Producer — it’s actually a Catalog Item. When submitted, it generates a REQ and RITM record.

What you're seeing on the screen is not an SLA. It primarily shows the due date by which the associated record needs to be approved.

As a best practice, SLAs are typically applied at the Service Catalog Task (SCTASK) level, not at the REQ or RITM level.