Mostly we configure SLA's on catalog task table not on RITM table

[Srinivasu2]

Hi Team,

I think mostly SLA's configure on Catalog task table because group members won't update on state in RITM table

Pause condition will not work if we write SLA in RITM table

the pause condition like : state is pending or on hold

Am i correct?

Thanks,

Srinivasu

[Dr Atul G- LNG]

Hi @Srinivasu2 

I think mostly SLA's configure on Catalog task table because group members won't update on state in RITM table

Atul: Best practice is this, SLA on SCTASKK

Pause condition will not work if we write SLA in RITM table

Atul: SLA Work on conditions, if you write SLA on RITM and if condition match it will pause else NOT.

the pause condition like : state is pending or on hold

Atul: In short, SLA is game of conditions only, the way you write conditions it will work.

[Danish Bhairag2]

Hi @Srinivasu2 ,

Whenever any RITM is raised the work which is happened related to it is not updated on RITM ticket instead Task records are created which are mapped to those RITM's n they are updated regularly. For eg if a Task is being worked upon it can be in Work In Progress State or if some info is required it wil be on Hold.

So coming to you question : "Yes in a way you are correct" it wont make sense to create SLA's on RITM table as there is no update done der. Instead SLA'a are created on Task(SC Task) table to find & track the time related to work.

Thanks,

Danish