SLAs on Approvals? (sysapproval_approver) Is it even possible?

[howard8]

Hi All,

I have a business requirement to impose performance targets on the approval/rejection of changes, to ensure that our approvers follow the timing of our CAB process. We have several groups sent separate technical approvals at the same time (application approval, infrastructure approval, security approval). I want to put an SLA on each approval but is seem that SLA definitions only work for tables based on the Task table. Approval records are on sysapproval_approver which is not based on the task table. Because approvals run in parallel it's difficult to link the SLAs to the parent record (change_request).

Has anyone ever tackled this scenario? What was your approach?

Thanks in advance.

Howard Elton

[jshatney]

I was actually thinking of doing this exact thing for a business requirement for one of our clients.
They wanted to use an SLA to do 2 things:

1. Automated reminder notifications based on an SLA workflow
2. Automatically cancel an approval/request after a certain period of time

I don't have the answer to your question, but I am going to give it a try.   If you remove the reference qualifer on the "collection" field on the SLA table, you should be able to select the approval table.

The only thing I can think of is that some of the fields on the task table are required for SLAs to work properly.
Stuff like business resolve duration and other duration type fields.   However, in my current scenario, I don't necessarily needs those fields so I am going to give it a try.

[eican]

We do something similar to send reminders about Approvals.

However, we do that using a workflow not SLAs.

[jshatney]

How are you tracking time in the workflow? A timer?

[eican]

Yes, we have a timer running against the due_date.