Request SLA

[stevenm]

I set up an SLA on a Request (sc_request).   That's great and all but what field do I use to display the SLA on the Request form?   From searching SLA Due is no longer used so what is the field to use.  

[Chuck Tomasi · Accepted solution]

Hi Steve,

These are great questions. First, I don't recall if I added this or not for reference.

Service Level Agreements - ServiceNow Wiki

If you want, you can add the SLAs "related list" (as they are called) to any task table, including requests, catalog tasks, etc. Just configure the form to see them.

Configuring Forms - ServiceNow Wiki

That's the technical part... the process part (what to measure and where) is all on you buddy.

[Rick Love1]

Should I be using the [sc_req_item], [sc_request], or [sc_task] tables?

I am also not sure what start condition I should be using. I had it set to approval is approved but that is still not generating a task SLA.

Here is the scenario: A user goes to the service catalog and requests a new phone. Once that phone order is approved (which is happening automatically right now), I am expecting to be able to go to requested items and see a task SLA, but there is not one.