Updating RITM SLA based on catalog task state

ollyivory · ‎06-04-2025

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 · ‎06-04-2025

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.

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ollyivory · ‎06-05-2025

Rob, you are a legend, and at least a couple of virtual beers are owed!

I couldn't update the RITM state due to security rules but took your concept and applied it to the task_sla record instead and all is working like a dream now.