Request completing time SLA
ServiceNow Request Item(RITM) SLA's are tracked based on the delivery time per request form. SLA notifications for RITMs will notify the following users:
- Service Owners
- Task Assignment Group Members
- Task Assignment Group Manager
RITM SLA is based on the Expected Request Fulfillment time and it is different for each request type. Most of the requests are expected to be delivered between 2 to 5 business days and 10 business days is the maximum delivery time frame for DIT fulfilled requests.
The SLA notifications are sent at 50%, 75% and 100% of elapsed time if not fulfilled.
Example: If DBA Request form has a delivery time of 5 business days and once submitted, then SLA breach notifications will go to agents at 3 business days(50%), 4 business days(75%) and 5 business days (100%).
Note: 1 business day = 9 hours.
The table below shows who will be notified at different SLA elapsed time.
| 50% SLA breach | 75% SLA breach | 100% SLA breach | |
| Service Owner(s) | YES | YES | YES |
| TASK assignment group | YES | YES | YES |
| TASK Assignment group Manager | YES | YES | YES |
50% SLA - Service Owners, Task Assignment Group Members, Task Assignment Group Manager.
Task assignment notifications
TASKs are expected to be assigned to an agent within 4 hours after being created. If a TASK record is not assigned to an agent, ServiceNow sends notifications to the member of the assignment group every 4 hours until the TASK is assigned to an agent.
For SLA on incident table, please refer KB0013826.