SLA not getting attached on the sc_task table.

Kevin Smith2 · ‎08-17-2020

Hi,

SLA is not getting attached to the catalog task, whenever we use a ritm fields in the start condition.

However, when we update something on the task form, the SLA gets attached.

Can anybody tell me why this is happening ?

Thanks

Kevin

Allen Andreas · ‎08-17-2020

So after I did some further investigation in to this...using "Variables" from the "Show related fields" selection is fine, there is no dot-walking to Requested Items > Request Item fields, etc. for variables.

What appears to be happening is a "timing" issue. Somehow with the task being created through the workflow, the way it's all happening, it seems to be having an issue with recognizing that your conditions are met when the task is being created initially. So for you, when you update "anything" on the catalog task, the SLA definition gets evaluated then and voila...the SLA or SLAs appear.

The fix that I've found for this is to make this change to the way your SLAs process. If you go to Service Level Management > SLA Engine and then check this box to be "Yes" for the "Execute the 2011 SLA engine asynchronously", this will allow your SLAs to work appropriately for catalog tasks:

OOB, it is not checked. Which means that the SLA engine is set to run immediately when a task is inserted or updated. For some reason, for catalog tasks (so far that I've found) being created from a workflow, this appears to cause an issue. So checking it yes, allows for a scheduled job to be ran instead that will then query for SLAs definitions that it meets and use those. That little bit of buffer, seems to be just enough time for this to work.

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Jaspal Singh · ‎08-17-2020

Hi Kevin,

Seems to be an expected behavior as it will always check for fields on the Table that is used for defining SLA. In your case I guess it will be Catalog Task. So, it will always check for Catalog task conditions in filters.

In case you have some dependancy on the RITM for SLA association as a workaround try creating a new field on the Catalog Task table that will get the RITM field that you will to use in Start condition used copied by use of some Business rule & then use the newly created field in SLA condition.

Allen Andreas · ‎08-17-2020

Hi,

It seems pretty commonplace to use request item fields for a catalog task. So I don't think it's an issue with dot-walking to the RITM fields, but instead, appears to be something else.

What do you mean when you say: "when we update something on the task form"...what is that something? Anything? Or what have you tested with?

It should attach automatically to the sc_task if the SLA start conitions are met. Keep in mind that in your current setup, that would mean all 3 of them would have to be true for this SLA to be attached. Ensure you're using the right item and variables.

The variables also live on the RITM as well, so not sure if you dot-walked to those as well.

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Kevin Smith2 · ‎08-17-2020

What I am trying to say is when we update any field the sla gets attached, but on load it doesn't show up.

Yes, all the 3 conditions are met.

Allen Andreas · ‎08-17-2020

Are those 3 conditions met when the sc_task is created?

or are they met after 'x' period of time and someone changes a variable or some other field to then make it meet those conditions?

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