Requested Item SLA

aeb5468 · ‎12-05-2017

Hi Everyone!

I have been working on SLAs for the request item level in our instance. I have the SLA starting and pausing when needed. The problem I am having is that I want to have the SLA end when a TASK (this TASK will always be one that is open for the Requested Item) has been assigned. I have tried business rules, UI actions, and client scripts and none have helped with populating data from the TASK up to the requested item. I also can't pull the TASK.assigned_to using the selections on the SLA definition. I just wanted to see if anyone has had any experience with this.

Thank you so much!

Ashley

aeb5468 · ‎12-11-2017

I got this code working:

(function executeRule(current, previous /*null when async*/) {

var kids = new GlideRecord ('sc_task');

kids.addQuery('request_item', current.request_item);

kids.query();

//gs.addInfoMessage("This is requested item number: " + current.number);

//gs.print("This is the requested item number: " + current.number);

while (kids.next()) {

var parent = new GlideRecord ('sc_req_item');

parent.addQuery('sys_id',kids.request_item);

parent.query();

while (parent.next()) {

//gs.addInfoMessage("This is a test: " + parent.number);

//gs.print("This is a test: " + parent.number);

//gs.addInfoMessage("backordered before: " + parent.u_sla_state);

//gs.print("backordered before: " + parent.u_sla_state);

//gs.addInfoMessage("SLA " + kids.u_sla_progress);

if (kids.u_sla_progress == true ) {

parent.u_sla_state.setValue('true');

parent.update();

//gs.addInfoMessage("backordered after: " + parent.u_sla_state);

//gs.print("backordered after: " + parent.u_sla_state);

}

})(current, previous);

View solution in original post

knight202 · ‎12-08-2017

Please post a screenshot of the SLA Definition.

aeb5468 · ‎12-08-2017

aeb5468 · ‎12-08-2017

I am so confused because if I could just dot walk, it would work!

knight202 · ‎12-08-2017

Thanks. I'll have something to you shortly.

Dave Smith1 · ‎12-08-2017

The problem I am having is that I want to have the SLA end when a TASK has been assigned.

Is that right? Usually SLAs are to ensure tasks get completed within an agreed timeframe, rather than the clock pauses once someone picks it up.

What's to stop someone taking assignment then sitting on it for months?