Hi Guys,
Although I understand explanation of drbryson, this was a specific requirement to be implemented, despite functional and technical impact. I have created the following solution:
1. Add a reference field to the SLA definition, this is a reference to a relative duration. I use the field name "Calculated duration" (u_calculated_duration). This way they original functionality for a relative duration and user specified duration can still be used as before. I added and updated the UI policies for the SLA definition to show to correct fields en enable the pause condition when a Calculated duration is selected.
2. Create a new version of the TaskSLA Script Include to recalculate the planned end time (breach time) as also mentioned here: ServiceNow KB: Calculating the Planned end time of an SLA in the 2011 SLA Engine (KB0550781)
So I in the function _recalculateEndTime I replaced this:
if (this.taskSLAgr.sla.duration_type == '') {
// plain end-time extended by total (business) pause time
var newDuration = this.taskSLAgr.sla.duration.dateNumericValue() + totalPauseTimeMS; // milliseconds
dc.calcDuration(newDuration / 1000);
}
With this
/**
* Author: sebastiaan.de.vlaam@plat4mation.com
* Description: custom funcitonality to support pausing of relative SLAs.
* The approach is to only use the (custom) relative duration during the initial plannend end time calcualtion
* and treat the SLA as a "user specified" duration SLA for all other scripts. Changes on the start script are contained
* in START and END comment blocks
* Requirements: a reference field on the SLA definition referencing cmn_relative_duration called "u_calculated duration"
**/
/* START customizations */
if (this.taskSLAgr.sla.duration_type == '' ) {
if (this.taskSLAgr.sla.u_calculated_duration) {
/* A user defined calculated duration is selected, so use that for calculated end time
* copies the same functionality as for a "normal" relative duration
*/
// Store the current value of current
var ocurrent = null;
if (typeof current !== 'undefined') ocurrent = current;
// Determine whether we want to set current to the "task sla" or the "table" record associated with the "SLA Definition"
if (this.taskSLAgr.sla.relative_duration_works_on == "SLA record") current = this.taskSLAgr;
else current = this.taskSLAgr.task.getRefRecord();
// Perform calculation using the revised value of current, uses the custom relative duration
dc.calcRelativeDuration(this.taskSLAgr.sla.u_calculated_duration);
/ After the calculation, reset current back to its old value
if (ocurrent) current = ocurrent;
/* Pause time needs to consider the schedule so we calculate a new end time
* based on the end time provided by the realtive duration but considering the
* schedule, which is ignored by the relative duration calculation.
*/
var schedule = new GlideSchedule();
schedule.load(this.taskSLAgr.schedule, tz, null);
var totalMS = this._getDurationMS(schedule.duration(this._glideDateTime(this.taskSLAgr.start_time), dc.getEndDateTime()))
totalMS = totalMS + totalPauseTimeMS
dc.calcDuration(totalMS / 1000);
}
else {
// plain end-time extended by total (business) pause time
var newDuration = this.taskSLAgr.sla.duration.dateNumericValue() + totalPauseTimeMS; // milliseconds
dc.calcDuration(newDuration / 1000);
}
}
/* END customization */
3. I added this little support function to the TaskSLA Script include:
/**
* Author: sebastiaan.de.vlaam@plat4mation.com
* Description: Convert duration object to milliseconds, works on GlideDurations used in scripts
* Parameters: duration, a GlideDuration object
* Returns: the duration in milliseconds
**/
_getDurationMS: function(duration) {
var gdt = new GlideDateTime(duration.getValue());
return gdt.getNumericValue();
},
Solution is working for the use case it was implemented for. Please be aware this is a change in the "SLA engine", thus provides a risk on updates or upgrades. I'm curious to find out if there are any use - or test cases that are not working due to this change.
Regards,
Sebastiaan
