Configure all SLAs on the parent table as well as the child tables to start based on state attribute

Anantharaj
Tera Contributor

‎07-25-2023 04:52 PM - edited ‎07-25-2023 04:52 PM

I have a requirement to pause all active SLAs on all HR tickets until the state changes from 'Awaiting Approval' to 'Approved'. This has to be across the core case table as well as all the child tables. There are multiple SLAs so creating new SLAs and deprecating the old ones are not feasible. Can this be achieved by a business rule?

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Community Alums
Not applicable

‎07-26-2023 11:04 PM

Hi @Anantharaj ,

Unfortunately there would be implications if you are wring business rules. The best approach is to update the "pause" conditions for the SLAs.

  • Business rule that directly updates the parent task when an SLA is updated.
    Avoid writing a business rule on the task SLA table that updates the parent task directly. Doing so causes recursive processing of the business rules. This is represented in the diagram.
    SandeepDutta_1-1690437877472.png

     

     

     

  • Business rule that updates the default fields on a task SLA.
    Avoid writing a business rule on the task SLA table that updates the default fields. These default fields are managed and updated by the SLA engine and any updates made to them might result in the following.
    • Fields being ignored, overwritten, or both the next time the SLA is calculated.
    • Incorrect calculations of other values on the task SLA.
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