Response time SLA on RITM Tasks

[Jason Edinger]

Hey all. We have our INC SLAs set up and notifying; I was able to customize that without issue, but I'm trying to apply the same practices to the RITM list and I realized I have a couple of actual scenarios to SLA:

1. RITM is opened with 0 approvers; immediately creates an SCTask
2. RITM is opened with multiple approver levels (supervisor->IT), then the SCTask is created after all approvers approve

I'm having a hard time figuring out how to actually apply a flow to this b/c the Flow builder won't let me access the SC_Req_Item table to run any checks.

I basically want to say (for example):
If RITM is awaiting approval for 8 hours, send another email (as the initial one has already been sent upon RITM creation); same for subsequent approval lists. -> SCTask is open but not assigned in 4 hours, send an email to the assigned to group.

I'm clearly missing SOMETHING and I may just not be starting in the right place. I was trying to do with this Trigger: SLA Task then I changed it to Trigger: Created but that's where I can't set the table to sc_req_item, only sc_request. I realize it's 5pm on a friday, which is likely part of my problem, but if someone could point me in a right direction, I'll try and take it from there. 

Thanks in advance!

[Jason Edinger · Accepted solution]

I ended up doing this with traditional SLAs using the Fulfillment stage as a filter.