Updating RITM SLA based on catalog task state

[ollyivory]

Hey all

Looking for a bit of help with a development request I've been working on that is 90% done but giving me a headache on getting that final 10% working!

The ask is for a resolution SLA at the RITM level to be paused if any of the related catalog tasks are put in a state of pending. We have used a flow for this and, in instances of single tasks, it works as expected.

However, if we have two or more parallel tasks where both are in a pending state, and one gets moved back to Work In Progress, the SLA on the RITM is restarted. The expected behaviour would be that as there is still a task in Pending, the SLA would remain paused.

I have attached screenshots of the flow for reference, any help would be greatly appreciated.

[Uncle Rob]

OOB, sc_req_item has a Pending status.
It might be easier to have business logic synch the RITM state with any of the lower sc_task states.
Then the SLA on the RITM will simply pause when RITM state is "Pending".

Then I'd do an sc_task / ritm state sync via Flow Designer like this....

Something like this.  In the change FROM Pending, you'll have to decide how you want to handle the closure states on the sc_task.  Like you don't want to move RITM into WIP if the last sc_task moves from pending to closed.
I'd suggest something like State is not Pending & not Closed Complete & not Closed Cancelled etc....

[ollyivory]

Thanks Rob

That is kind of what we're currently doing, and works for RITMs that only have one task. The sticking point is where we have two or more tasks, with one in pending and another in WIP, we can't get the flow to recognised that there is still a pending task so the RITM SLA should be paused

[Uncle Rob]

Oh, we can solve for that too.  Give me a couple hours.

[Uncle Rob · Accepted solution]

Here's a revised flow
- if the sc_task.state is Pending AND the sc_task.requested_item.state is NOT Pending, update the sc_task.requested_item.state to pending.
- Else if the sc_task.state is not Pending look up sc_tasks for this sc_task's requested item that are pending.  If the count is 0 (meaning other pending sc_tasks don't exist) then update the RITM so its no longer pending.  You can do an if statement off the "Count" parameter which is available in the Look Up Records activity.