How to pause SLA on Request Item

[Raghesh]

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]

Hi,

did the stage change on RITM when you change the state on sc task??, you need to update the BR as per your state fields,

just for reference I updated as pending, you should update proper backend value of the state field

its working for me, please refer the below screenshot(SLA condition and BR), no need to change the workflow.(

[Raghesh]

Hi Hemanth,

Sorry for the delay in response. I was occupied with some other activities.

Today I tried the same way as you mentioned above by updating the BR as per your screen shot and configured SLA pause conditions exactly the same. I didn't do any modification on the workflow.

Then when I tested by changing the catalog task to Pending still the request item stage is showing as Fulfillment, it is not changing to delivery. I have my screen shots below.

I doubt is is something to do with the dictionary values of STAGE field in request item or Is it because I don't have any value which is -5 for Pending State.

When I checked the values for Pending State I can see only it is assigned for below mentioned tables like Change_task, sc_req_item and task. Should I add another one for SC_task ?? Is that the issue. 

But all my catalog tasks are showing Pending, Open, Work in progress and Close complete.

Please advise what I am doing wrong here.

regards,

Raghesh

[Hemanth M1 · Accepted solution]

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

[Raghesh]

Hi Hemanth,

Great it worked!!! You are a real expert!!

Thank you so much for this solution.

So hope if I want to use some other Stage instead of "Delivery", I just need to add a new stage in sc_req_item and update that new stage in Business rule and Workflow stages. Am I right.

regards,

Raghesh

[Hemanth M1]

Yes u can set whichever stage you wanna set. Please Mark this response correct if it answered your question. Thank you, Hemanth