SLAs on Requested items -- Good idea, bad idea?
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02-16-2015 05:57 AM
The wiki specifically discusses setting up SLAs on the request and catalog task levels (Defining Service Levels for Catalog Fulfillment - ServiceNow Wiki), but I do not see anything about setting them up on the item level. From a process perspective, OLAs on the tasks make sense to me. It seems that SLAs on requests would not be particularly useful as the variety of deadlines for the items under those requests could be rather diverse. Does anyone have any thoughts on why setting up SLAs on the requested item level would be a good idea or a bad idea? Thanks!
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02-17-2015 02:53 PM
Thanks for the feedback, Mark--good to have your thoughts.
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07-28-2015 01:43 PM
The issue I am running into is trying to create an SLA with a requested item that has a user selected "delivery" time due date.
Example: Setting up a new hire.
The new hire is starting in 3 days from now, so I select that day from the calendar on my item. I'd want my SLA using a workflow to trigger an alert, when the SLA is reaching the 3 days from now "start" date of this new hire. From what Mark has explained to me, setting up this kind of dynamic relative duration based on a date data variable, is not possible on an RITM SLA.
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03-04-2016 08:03 AM
Mark, love the explanation and completely agree! Now that I have this for reference, I can share with others in my organization. It won't be just my own personal opinion anymore!
Thanks!
