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.

[Sasir]

I removed active is true , the SLA started working 🙂

Thanks Paramveer for your help...

[Sasir]

Paramveeer, Can you help me with writing notification .

I'm writting notification in 'Change request' table with below message . But i need to get links for 'Approve' and 'Reject' from Sysapproval_approver table.

I'm not getting the below highlighted ones .

----------------------------------------

${u_initial_approver},

You have been selected as an approver for Change Request:${number}.

Click here to approve ${sys_class_name}: ${URI_REF}

Click here to reject ${sys_class_name}: ${URI_REF} describe the reason for your rejection, and then click "Send".

Click to view Change: ${sys_class_name}: ${URI_REF}

Click to view Approval: ${sys_class_name}: ${URI_REF}

See below for details of the change.

Reference: ${u_reference   }

User: ${u_user_who_requested_password}

Safe: ${u_safe_name}

Account name: ${u_account_name}

[paramveer]

for this you need create email notification script :

From left navigation go to email notification script , create new, give name "change_notification_approval_script"

in script Query on approval table like :

var grSysApproval = new GlideRecord("sys_approval table name here");

grSysApproval.addQuery('document id, check exact name in sys_approval table',current.sys_id);

like above you need to query and find the approval name and reject reason :

to print the name write in script '

template.print('Approvar name :' + grSysApproval.approvar.name);

After creating the notofication script , you need to call this script in you notification like :

${mail_script:change_notification_approval_script}

also visit below links :

Scripting for Email Notifications - ServiceNow Wiki

Including "Email Scripts" in a template or notification  

Thanks,

Param