How to configure SLA on catalog task for individual catalog item?

[Supratik1]

Hi Community,

There is a scenario in which it is required to apply an SLA on the catalog task table, to monitor the time taken by the fulfullment group(s) on the tasks.

There are a number of catalog items for which this is is required, each having different SLAs.

I have tried creating a new SLA definition on catalog task sc_task table, but am unable to specify the catalog item that I want the SLA to apply on.

Any help would be greatly appreciated. Thanks in advance!

Regards,

Supratik

[gauravgurbani7]

Hi supratik,

 Put condition in SLA definition , you will not find item field directly in that for which you need to first click on related field and then inside that --Click on requested item to bring related fields of that and choose Item in that ... then u can place for which catalog items u need this sla to get trigerred. 

Screenshot for u :

I hope this helps 🙂

regards,

gaurav

[Supratik1]

Hi Gaurav/All,

I tried this as well, applying SLA to RITM table and then selecting item. Additionally, there are a couple of approvals required for the catalog item order as well, such as manager and group approvals, so I created as below:

However, when I order the item, and once both approvals are done, the catalog task gets created, however the approval field on the RITM form remains in 'Requested' state(should be "Approved" once approvals are done), and hence the SLA does not trigger. 

Any inputs are appreciated!

Thanks!