---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Create an SLA Definition

# Create an SLA Definition {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a
certain condition.


## Before you begin

Role required: sn_wsd_case.admin or sn_wsd_case.manager

## About this task

Create an SLA definition and use it in Workplace cases. An SLA definition record defines the timings, conditions, workflows, and other information required to create and progress task SLAs. For more information, refer to
[Service Level Agreement (SLA) definition](https://www.servicenow.com/docs/access?context=c_SLADefinitions&version=yokohama&pubname=yokohama-it-service-management&ft:locale=en-US).

## Procedure

1. Navigate to AllWorkplace Case ManagementWorkplace Case Management - SetupSLA Definitions.
2. Create an SLA Definition or modify an existing one.
   * If you are creating an SLA Definition, click New.
   * If you are modifying an existing SLA Definition, open the desired SLA Definition.

   {#create-sla-defn-case-mgmt__choices_zjp_sdr_rlb}  
   For information about the template form fields, see [Create an SLA Defintion](https://www.servicenow.com/docs/access?context=t_CreateAnSLADefinition&version=yokohama&pubname=yokohama-it-service-management&ft:locale=en-US).
3. In the Table field, select the Workplace Case \[sn_wsd_case_workplace_case\] table.
4. In the Flow field, select Default SLA flow.
5. In the Application field, ensure Workplace Case Management is selected.
6. Click Submit.

## Result

The SLA Definition is created.
**Related concepts**   

* [Configuring a record producer for request edit](https://www.servicenow.com/docs/bhev9PBhwWAQEZzJY9O4Fg "Configure a record producer for editable workplace service requests.")
* [Configuring a record producer for reservation](https://www.servicenow.com/docs/4mAmmRElAS~vQ26cSfMdoQ "Configure a record producer to integrate it with Workplace Reservation Management.")  
**Related tasks**   

* [Install Workplace Case Management](https://www.servicenow.com/docs/Qw3wEWVB6Rqg~E~PCnEUtA "Install the Workplace Case Management application from ServiceNow Store applications. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.")
* [Create a Workplace case template](https://www.servicenow.com/docs/lA45wHRuMxSyUnRIYzK7kw "Create a Workplace case template for use when creating workplace services.")
* [Create a Workplace task template](https://www.servicenow.com/docs/USn0YwR1C358MqDcvacocQ "A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically.")
* [Configure Approval options](https://www.servicenow.com/docs/I34YmyYon2I_dYJlKRIlsQ "Add approvers to approve cases created through Workplace services.")
* [Configure a Record producer](https://www.servicenow.com/docs/3HqBAJrldw3zdTyJGGMv8Q "Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog.")
* [Create a Workplace service](https://www.servicenow.com/docs/I7PtzUtGxJRFjXUtuFi3kw "Create a workplace service with pre-defined steps of fulfillment. Select the fulfillment type required based on the workplace service. Create workplace services like catering, office supply request, parking, or any service to support employees needs.")
* [Add a workplace service item to a workplace service](https://www.servicenow.com/docs/gzLf0XjP4UCpX9xRBmRlbw "Configure a workplace item that an employee can order along with a workplace service request or as part of the reservation. For example, while making a reservation, an employee can order a workplace service item such as catering, an additional chair, whiteboard, marker, and more.")
* [Create a workplace template configuration](https://www.servicenow.com/docs/dxxWWQ8pIHfjieR9S0FPwA "Define a template that must be applied to fulfill a workplace case. Set conditions based on common employee responses for requests. The template will be applied to those workplace cases that match the conditions specified.")
* [Create a workplace field mapping](https://www.servicenow.com/docs/PXHj_gcJeQo8VkhLW~X0ow "Create a field mapping record to copy the field information of a parent case to the child workplace service activities or to workplace item-related tasks. Skip the process of re-entering the same details of a parent case to a child case by using field mapping records.")
* [Configure an escalation rule](https://www.servicenow.com/docs/S3yZifIYmeFmaXBKXSon~Q "Escalate a workplace case to the relevant assignment group by using an escalation rule.")
* [Add Fulfillment instructions](https://www.servicenow.com/docs/EMYfcArCbjF2rI8~L1FfCg "Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.")
* [Group similar workplace cases under a parent case](https://www.servicenow.com/docs/fCOHlWne0axUgh~3qemT7A "Categorize cases that have similar issues and that require the same resolution under a single parent case. Reduce the time spent on resolving multiple workplace cases.")

*[\>]: and then