Help with run script in SLA workflow

[Abhijit Das7]

Hi Everyone,

I have created SLA workflow for RITM. I have created two run scripts in that workflow, :

1. When SLA completes 75% , the assignment group of RITM should be changed to another assignment group 

var reqItem  = current.task.request_item;

var gr = new GlideRecord('sc_req_item');
gr.addQuery('sys_id', reqItem);
gr.query();
if(gr.next()){
	gr.setValue('assignment_group' , 'ad79161133dd16506058eae13d5c7b37');
	gr.update();
}

2. When SLA completes 100% then , additional comments should be added to RITM and catalog task :

var tgr = new GlideRecord('sc_task');
tgr.addQuery('sys_id',current.sys_id);
tgr.query();
while(tgr.next())
{
tgr.work_notes= "Ticket is being escalated to Triage Team. No additional actions are required";
tgr.update();
}

But these run script are not running properly, after 75% I can not see change in assignment group and after 100% I cannot see additional comments(work notes) neither  in RITM nor in catalog task.

Can anyone suggest where I am making mistake.

Thanks in advance.

[Daniel Borkowi1]

Hi @Abhijit Das7, can you please check the second script. I think the second line should be (assumption SLA runs on the task which should be reassigned):

tgr.addQuery('sys_id',current.task.sys_id);

 Greets
Daniel

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