How to pause SLA on Request Item

Raghesh · ‎03-16-2021

Hi,

I have configured SLA on sc_req_item table for one of our Service Request Item. When this request is logged automatically a Task is created and assigned to Assignment group. Now the challenge is I can't find an option to pause the SLA when assignee is waiting for some other information from vendor or user.

In task we are using STATE field and in Request Item we are using only STAGE and the STAGE is set by default to Fulfillment.

Is there a way I can change the STAGE of Request Item when the STATE of Task is Changed?. If this is possible then I can put a pause condition in SLA definition. Please advise.

Hemanth M1 · ‎03-25-2021

Hi Raghesh,

i could see though its going inside of if loop its not setting the stage field, this is because your workflow is not letting you update any stage until this task completes.

please do these changes,

1) In your below workflow activity uncheck wait for completion.

2)create a new wait for condition as below

3) place this between catalog task and set values activity block, join them and publish.

4)No need change the BR logic and SLA pause conditions.( i assume you set SLA pause conditions set as i mentioned in previous response.

Mark correct/helpful if this response answered your question.

Thank you,

Hemanth

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025

View solution in original post

Hemanth M1 · ‎03-17-2021

Hi Raghesh,

Any particular reason why your not using state field in Requested item, the reason being is you can still have business to set a stage on RITM when there is a change of state in task and you can make use of stage to pause but if the stages are tied to workflow conditions/activities, it affects life cycle RITM. (ex: pause the SLA when task state is on hold i.e set stage to "XYZ" from fulfillment on RITM once assignee gets all the information task sate comes back to in progress then we need change stage on the RITM to fulfillment/any other appropriate).

if possible make use of state fields(BR to set state on RITM when state changes in sc task) or use appropriate stages inline with workflow when task state goes back and forth.

mark correct/helpful if this response answered your question.

Thank you,

Hemanth

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025

Raghesh · ‎03-17-2021

Hi Hemanth,

Thank you for your suggestion.

I am not sure why our customer has not used State field in RITM and it was implemented in such a way that all are handled in Task level by the Assignees.

If I introduce STATE field in RITM level then again it may cause confusion in reporting and all I believe.

Can you help me with a Business rule script to change RITM Stage when catalog Task STATE is changed, so I can use stage to pause SLA.

Hope I should configure Business rule in sc_task table.

Workflow is simple as attached.

regards,

Raghesh

Hemanth M1 · ‎03-17-2021

Hi,

looking at your workflow, once RITM is approved it generated a catalog task and once it completes , RITM will be closed.

you configure a simple BR as below (however this is the ideal solution since your not ready to use other flags on RITM)

Refer the below link to add stages to your workflow

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/using-workflows/task/t_...

Mark correct/helpful if this response answered your question.

Thank you,

Hemanth

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025

Raghesh · ‎03-17-2021

Hi Hemanth,

As per your suggestion I have configured the BR, however it is not working. So I think you are saying in addition to the BR I should also modify the workflow for this to work.

Can you please guide on which core activity I should add to my existing workflow for this to happen.

Highly appreciate if you can guide me.

regards,

Raghesh