SLAs for Approvers

[Sasir]

Need clarification on below SLA:

• Approvers must review the pending change request within 10 working days.(The SLA count linked to each record is checked and decided if it needs to be escalated)
      For Approvers — 10 working days (since request created) and a reminder after 5 working days to Approvers having pending request.
• If the Approver SLA has been breached, request send to Escalated approver.(Post escalation, the Approver will still be able to review the request)
      For Escalation Approver - 5 working days SLA (since request escalated). (All pending request are checked daily to determine if the SLA of 5 working days has been breached for any pending)

I tried using SLA definition on task sla table and created sla workflow and event to trigger notification. But have some issue.

If anyone comeup with same requirement, can suggest to solve this in better way.

[paramveer]

Hi Sabitha,

You can not create the SLA on approval table. SLA can be created only on task table and tables extend the task table. For you requirement you can use the timer activity.

Like if user not taking any action then after 10 days request should be auto approved(you can do this by run script activity after timer).

Thanks,

Param

[Sasir]

Thanks Paramveer for your kind response.

I have already created Workflow and given the timer of 10 days to approver and then send to escalated approver.

But the requirement is to attach the SLA for that approver and when his SLA breached it has to send to 2nd approver and notify

So i have created new field in the form called 'approver' and 'escalation approver'.

I have also created SLA definition with 10days on change table and also created SLA workflow on task SLA table

On workflow, when it is 50% the notification has to send to 'approver' . In notification i have an issue like what i should mention in 'TO' since its task table. how to get the change request's custom field 'approver' in it?. Does this works?

[paramveer]

I would suggest you to fire notification by event instead of notification activity. You can use run script to query on approval table and get the approval name from there and use the event call method like : gs.evenQueue('notification event name',current,'approvar sys_id');

Hope it will help you.

Thanks,

Param

[paramveer]

According to SLA start condition , SLA should attach if you creates a new change with type matching as start condition of SLA.