Which is the difference between SLAs in Record Producer and Catalog Items?

[aikaterinik]

For Record Producer intake, SLAs and approvals are configured on the custom table. Stage-level time targets are supported, but task-level metrics do not exist unless a task schema is built. For Catalog Items, task-level SLAs and catalog approvals are available out of the box on RITM/Tasks. Breaches, calendars, and approval records integrate directly with the portal experience. I dont understand the difference

[YaswanthKurre]

Hi @aikaterinik ,

• Record Producer : SLAs and approvals are configured on the custom table or individual table (incident, problem or any other standalone one) and typically apply at the record level, not at the task level. Task-level SLAs require custom schema work.

• Catalog Items: SLAs and approvals are built-in for RITMs and tasks . Task-level SLAs and approval workflows are available out of the box, integrated with breach handling and calendars.

Key Difference: Record Producers require more custom setup, while Catalog Items come with task-level SLAs and approval workflows by default.

Mark this as helpful and correct, if this helps you.

Thanks,

Yaswanth

[Dr Atul G- LNG]

Hi @aikaterinik 

If you're asking about the technical differences—there really aren't many. Whether you're mapping an SLA to a Record Producer or a Catalog Item, the key difference lies in the table you want to apply the SLA to.

A Record Producer typically creates a single record on a task-based table (like Incident, Change, etc.), so the SLA can be directly applied to that generated task record.

On the other hand, a Catalog Item creates two records: a REQ (Request) and an RITM (Requested Item). However, the actual work is usually performed on the Catalog Task level. So, ideally—and as a best practice—the SLA should be mapped to the Catalog Task table (sc_task).

The rest (like start/stop/pause conditions) can vary depending on the specific use case.