SLA is not pausing with the sctask is on hold

[Abigail]

When I put the sctask on awaiting information, awaiting internal action, etc. the SLA is not pausing.

Any idea

[SwarnadeepNandy]

Hello @Abigail,

Can you please let us know the SLA pause conditions for the SLA Definitions that are running on Catalog Task table?
You may need to put SLA pause conditions correctly for the SLA Definitions on the Catalog Task.

Regards,

Swarnadeep Nandy

[Abigail]

So when the task is awaiting the SLA should be pause for the RITM, but is not working

[SwarnadeepNandy · Accepted solution]

Now it makes more sense.

Your SLA definition is on RITM [sc_req_item] table not on the Catalog Task [sc_task] table.

So, any change of state of Catalog Task doesn't affect the SLA on the RITM.

As a resolution, what you need to do is somehow change the state of RITM when state on Catalog Task changes, then SLA Definition on RITM will kick in.

Kind Regards,

Swarnadeep Nandy

[AndersBGS]

Hi @Abigail ,

As @SwarnadeepNandy  has mentioned, it’s due to SLA is created for the requested item and not the tasks attached to the requested item. 

this can be resolved by creating a business rule that states if task is on of… then parent request state should change to….

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders