How to pause SLA on RITM during execution of certain Catalog Tasks

[peter_repan]

Hi all,

we are having SLA running on sc_req_item.

It should run during the whole lifecycle of the RITM, however it should be paused during execution of certain catalog tasks.

Any ideas how this can be achieved?

I was thinking about business rule on sc_task listening for insert of "certain" records and pause SLA in the script.

The update of sc_task record into one of "Completed" state will trigger the SLA again....

[Dominik Simunek · Accepted solution]

Hi Peter,

No, as Task SLA is running on RITM then TaskSLAController runs when RITM is updated, not when related Catalog Task is updated. This is why you need to actually update RITM ideally to move Task SLA to another stage (paused / in progress). If you do not reflect the update of Catalog Task on RITM somehow then the Pause Condition of SLA Definition is not met (as nothing changed on RITM) and it is still In Progress. If you update it to Paused by your script in business rule, you would need to do that properly by existing functions (as you need to set also Pause Time etc. to ensure the pause duration is correctly calculated once it is resumed), but there is still the problem that whoever updates RITM, the Pause Condition is evaluated again and it is still not met so Task SLA is resumed.

See below the relationships of SLA scripts for more details (Task update is here the RITM as Task SLA runs on RITM):

Best regards,

Dominik

[dmaze531]

Dominik:

Thanks for sharing this flow. This should really help those trying to better understand the SLA calculation process.

[Dominik Simunek]

Maybe I could write a blog here with this picture I created for myself to understand all the dependencies between particular scripts. Hopefully that helps 🙂

[Kalaiarasan Pus]

You should definitely do that and write it

[Dominik Simunek]

Or at least no, if there is not sync of comments from Catalog Task to Requested Item 🙂