Awaiting approval state in HR case

[si21]

Hi team,

What is Awaiting approval state in HR case. Can we remove this state since the SLA is running for this state and agents are not aware of this state. Or can we pause the SLA when it is Awaiting approval state.

Please let me know what can be done.

TIA

[bhavesh_lulla]

Hi,

The Awaiting Approval state in an HR case indicates that the case is pending approval from specific users. We can configure a pause condition to ensure the SLA is paused while the case remains in the Awaiting Approval state.

Regards,
Bhavesh

[Anurag Tripathi]

Pausing SLA makes sense but I would not suggest removing the stage

[Community Alums · Accepted solution]

Hi @si21 ,

In ServiceNow, the "Awaiting Approval" state in HR cases refers to a stage where the case is pending approval from a designated approver. This state is typically used to indicate that the HR case cannot proceed further until the necessary approval is received from the relevant person, such as a manager, HR representative, or another responsible party.

• SLA Impact: The SLA may continue to run in the "Awaiting Approval" state, potentially affecting the agent's awareness of the case status or making it harder for them to track cases that are waiting for approval.
• Agent Awareness: Agents may not be immediately aware that the case is awaiting approval, especially if they don't have visibility into the specific approval status.

1st way 

Pause the SLA in the "Awaiting Approval" State:

To implement this, you can modify the SLA Definition or SLA Pause Condition in ServiceNow to pause the SLA whenever the state is "Awaiting Approval."

To implement this, you can modify the SLA Definition or SLA Pause Condition in ServiceNow to pause the SLA whenever the state is "Awaiting Approval."To implement this, you can modify the SLA Definition or SLA Pause Condition in ServiceNow to pause the SLA whenever the state is "Awaiting Approval."

You can configure the SLA to pause using a Business Rule or directly in the SLA Definition.

Example Business Rule to pause the SLA

// Example Business Rule to pause SLA when HR case is Awaiting Approval
if (current.state == 'Awaiting Approval') {
    var sla = new GlideRecord('contract_sla');
    sla.addQuery('table', 'hr_case');
    sla.addQuery('document_key', current.sys_id);
    sla.query();
    if (sla.next()) {
        sla.paused = true; // Pause the SLA
        sla.update();
    }
}

[DominicTorres]

Thank you so much for helping me.