SLAs on Catalog Task Variables Not Triggering

[Joshua Cassity]

We're trying to setup a SLA that's specific to an option on a catalog item select box. See condition below:

And when we submit a request where this option has been placed into the appropriate variable on the task, nothing happens. See below:

Any ideas on why this would not be working properly? Did we find a bug?

[Mihir Mohanta]

Please go through below threads.

Attach SLA based on catalog variable value

What are the ways to attach SLA on RITM on RITM variables basis?

Thanks,

Mihir

[Joshua Cassity]

The problem with the first option is that it's not really setting anything based upon the variable but triggering from a custom field. That seems to me like a really, really bad practice. Since we have hundreds of SLAs based upon the catalog items and their variables being chosen, we don't need to be adding hundreds of hidden boolean fields on the task form.

On the second item, I do not see that how the proposed solution (which was never affirmed as working) differs at all from what we have set as the condition in my example above. Which isn't working.

Any other thoughts on this?

[pavan_yakkala]

Hello Joshua,

I am facing same issue   - unable to trigger SLA on Catalog Task table if i specify the condition with catalog item variables.

Can you please help me if you found any solution for this? it would be great if you can provide help ASAP

Thanks,

Pavan.

[Joshua Cassity]

We did a workaround by doing the following:

1. Added a new choice list / select box called 'SLA Duration' (u_sla_duration) to the catalog task table.

2. Populated the field with choices that matched our major types of SLAs ('45 Hours', '10 Days', etc...).

3. Added a piece of script to each task activity in workflow to set this field on a task by task basis. (task.u_sla_duration = '45 Hours')

4. Setup our SLA Definitions on the catalog task table to look at this field and determine if it was a match and then apply that SLA as needed.

EX. Our 45 Hour SLA looks at the new SLA Duration field as the start condition and triggers on anything matching '45 Hours'.

We also did this on our RITM level to provide metrics on both our service as a whole and also on the individual tasks. We felt that the Service Managers don't care about how long Task1, Task 2 or Task 3 took but care about if the service is meeting it's overall provisioning time. Whereas the fulfillment group managers do care about how   their individual fulfillment groups are performing in regards to their more granular task SLAs.

I'd be glad to help you with an example if needed. Just let me know.