Starting RITM SLA based on first catalog task creation

[Mathieu Van de]

Hi All,

I need my RITM SLA to start when first catalog task will be created because this task will only be created 3 days before a specific date from a variable (this date is entered by the requestor in the Service Portal)

On my sla if i set the following start condition, is it going to work ? : 

If item is "the catalog item concerned"

AND

Requested_item.Parent_task.active IS true (so I mean if there is an active task for this catalog item, then the SLA should start)

Thanks in advance

KR,

[Its_Azar]

Hi there @Mathieu Van de  

I dont think this is not a right way to start an SLA on the RITM

Start SLA when first catalog task exists

Use a start condition that checks for at least one task.

Example SLA start condition (script):

var taskGR = new GlideRecord('sc_task');
taskGR.addQuery('request_item', current.sys_id);
taskGR.setLimit(1);
taskGR.query();
answer = taskGR.hasNext();

[Mathieu Van de]

Hi Azar,

How can I use a script in a SLA start condition please ?

Thanks

[brianlan25]

You say you want a RITM SLA but it sound like you are using the sc_task table as request_item is not a field on the sc_req_item table. I'm not sure this would be possible unless you create a field on the sc_req_item table that gets set to true when the first task is generated. Then you could put a conditions of something like First Task is true.

[Mathieu Van de]

Hi Brian,

In my SLA definition I do use the sc_req_item table.

The solution you proposed seems interesting, thanks for this.

Should also work if I create a new field on sc_request table ?(better im my case because no one will see this new field as we dont use and/or look at request form during operations)

I think I could access this new field in the start condition using dot walking.

Thanks