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!

[AshishKM]

Hi @Jason Edinger , 

I am trying to get this scenario, my suggestion for SLA to apply on SCTASK record not the RITM.

SCTASK SLA measure the fulfillment team metrics and RITM ( approval ) SLA measure the approver ( mostly single person/or/group) and keep the reminder notification part loose couple from Flow via scheduled job.

-Thanks,

AshishKMishra

[Jason Edinger]

Hi Ashish. My only issue with this is that the approvers are people in my group, so we all need to be notified if a RITM has not been approved before it can move to the SCTask creation portion of the flow. The SCTasks should then also have an SLA on them.

I also have not used the scheduled job feature before.

[SanjivMeher]

Hi @Jason Edinger ,

Another option is scheduled job. I think Requested Item table is not available in Flow Designer. But in Scheduled job, which you a run periodically every hour can trigger an event. And the event can trigger the notification. 

Same goes for sc_task, where you run scheduled job, find all the task created more than 4 hours and still not assigned, trigger events, which will trigger the notification

[Jason Edinger]

Hi Sanjiv.

If the sc_req_item table is not available to the flow designer, how am I supposed to be able to trigger any notifications and such on a workflow relating to that? They're there in the Workflow designer which is being deprecated.