RITM gets P2 on insert, then updated to P1 → multiple SLAs attaching

[Prav8474123]

Hi all,

I’m seeing duplicate SLAs on sc_req_item due to priority being updated after insert.

Scenario

• Table: sc_req_item 
• Default priority = P2 (Dictionary Override)
• Catalog item has Urgent checkbox variable
• Backend logic (Flow/BR) sets Priority = P1 if Urgent = true

Issue

1. RITM is inserted with Priority 2
2. SLA engine evaluates immediately → P2 SLA attaches
3. A few seconds later, system updates priority to P1
4. SLA engine re‑evaluates → P1 SLA attaches
5. Result: Both P2 and P1 SLAs on the same RITM

Activity log shows:

Priority 1 was Priority 2

Questions

• Is there any supported way to delay/hold SLA attachment until priority is finalized?
• Is there any dictionary‑level solution?
  Goal is to ensure only one correct SLA attaches at creation time without impacting other catalog items.

  Thanks in advance for any guidance

[Its_Azar]

Hi there @Prav8474123 

Nope, there is no supported way to delay or “pause” SLA evaluation on insert.

and No again dictionary overrides only control default values; they do not affect SLA timing.

Try move the “Urgent → P1” logic to a Before Insert Business Rule on sc_req_item, or

Set the priority in the catalog flow at Order Submitted (before the RITM is created).

This prevents the P2 SLA from ever attaching.