SLA Schedule Source Field

e_wilber
Tera Guru

‎07-21-2017 06:36 AM

I have a catalog item that has a due date field in it. I need the SLA to be reactive to the date on the form so I created a custom Due Date (date field) on the sc_req_item field and in the workflow set the value of this field to what was on the form.

On the SLA record, I am associating it to the Req Item table but I cant find my date field as a selectable option. Any idea why?

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damodarreddyp
ServiceNow Employee
ServiceNow Employee

‎07-21-2017 06:59 AM

I think the list shown is only of the columns only of type reference on sc_req_item table, we may need to change the source field dictionary to allow all the fields (just check what would be impact)


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e_wilber
Tera Guru
In response to damodarreddyp

‎07-21-2017 07:24 AM

It's actually of field type Field Name or something and it's not clear how it's actually set up.



Is it possible to add more options to Duration Type where it says (2 business days by 4pm or 2 business days by 5pm)? If this list can be modified and build the duration by a script, that might work.



Again, this field is set up rather uniquely and it's difficult to see how it works.


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