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SLA for requested item

sreejith05
Giga Expert

‎08-26-2020 08:17 AM

Hi Team,

Is there any way i can configure the requested item SLA as per the task sla defined. for example i have a catalog item with 3 tasks and every task has 2 hour resolution sla configured. My requirement is the requested item SLA should be calculated (2+2+2) and it should also calculate the elapsed time as per the sub task.

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1 REPLY 1

Geoff_T
Mega Sage

‎09-03-2020 11:41 PM

Hi,

I assume you have a workflow (on sc_req_item table) set up with the three tasks - each with a schedule duration of 2 hours?

In the workflow properties 'Schedule' tab - setting the Expected time to be 6 hours should set the RITM SLA for you.