SLA at Catalog task Level

[jeevitha3]

Hi Everyone ,

          I wanted to create SLAs on Catalog task Level , what is the best way to create on Specific Task on Specific Items. If it is for one item , we can give in combination of Item

name and Catalog task's Short description but how to do for all Items's Tasks. Please suggest any ideas to achieve this.

Thanks in Advance

[Alikutty A]

Hi,

I suggest you add some custom choice field that uniquely identify each task of yours. For eg: SLA Type with values Procure and Deliver. The workflow should set these fields when a procurement or delivery task is created. The SLA should be triggered based on this field value and catalog item name if required. Using short description may not be a best practice as it is hard coded text.

Thanks

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[jeevitha3]

Thanks for your response. For example say I have 100+ items which will have 300+Tasks , 300+ SLAs will not be good. So, I wanted to know how to achieve this scenario. By your suggestion I need to change all the workflows of Items . Can you please suggest any other way.

[Alikutty A]

It will depend on your number of SLA's and how it is calculated for each catalog items or tasks. If you have different SLA's for all 100 catalog items then you will require 100 SLA definitions based on the item name. But if you have same SLA definitions for 70% of the catalog items, then you can add a single SLA for all the item using the custom field added either on RITM or task. This will reduce maintenance but yes you need to modify the workflows.

Thanks

PS: Hit like, Helpful or Correct depending on the impact of the response

[jeevitha3]

Thanks . Will try to implement this.