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
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.
Please mark reply as Helpful/Correct, if applicable. Thanks!
Hi,
The article says:
Navigate to Request Item > Requested Item fields, and then select the Variables field for the sc_req_item, the correct query is generated.
I tried the above, but I couldn't find the "Variables" field.
See the below screenshot.
Thanks
