How to attached the SLA once the RITM was approved by the Requesting group
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05-03-2023 08:40 PM - edited 05-03-2023 08:42 PM
We want to attached an SLA once the RITM was approved by the Requesting unit. See below flow of the RITM.
Request is submitted->RITM routed for Requesting Group approval->Once approved will be routed for Servicing Unit approval.
There are 3 challenges :
1. How to attached the SLA upon approval of Requesting Group since approval field is only to approved once the Servicing unit approves the RITM.
2. How to capture the date time of the Requesting Group Approval.
3. How to retro active start based on Requesting Unit Approval.
Regards,
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05-03-2023 11:12 PM
Is this a specific case? As in can you somehow always recognize the RITM as one that has approval for "Requesting Group"? If so, your SLA could simply have a condition like "Item is "XXX" and approval is approved.
This would make it so that on RITM created from item "XXX" the SLA would be triggered when the approval is changed to approved. Of course your workflow needs to change the approval field value after the approval.
You probably don't need the approval time and retroactive if the SLA is build based on the approved value.
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05-04-2023 01:10 AM
No, This is applicable to all catalog item
