Setting task escalation from Task SLA

[#1]

I'm sure this is a simple rookie graphical workflow editor mistake, but I'm trying to change the task escalation field from a task SLA workflow. I'm using the "Default SLA workflow" as the base workflow.

I see that the Set Values utility doesn't dot-walk into the task, it stays on task_sla only, so I can't set escalation that way.

I tried a Run Script utility consisting of

current.task.escalation = 1;

but it doesn't seem to like that.

Any suggestions for this workflow conundrum? Plzkthx.

[Bill_Collins]

brenb, I was talking about this very concept today with a primary developer of the new SLM. I'm no javascript guru and can't really help with the exact code, but think you will need to call the glideRecord before you can use the current.task.escalation =.....

The point (a great one) Jerrod made was the new SLM requires a bit of a paradigm shift (or did I say that?..). With this new design, multiple SLAs may be executing against any single task, whether it is an INC, PRB, CHG, CTASK, REQ, RITM, or TASK. Hence, there really is no single path to escalation. The script utility can be added to the workflow to force escalation "flag" changes, but it may be meaningless in a multiple SLA situation. It is important to note the new "My Work" (SLA) module contained within the OOB "Service Desk" application. This module should, and I believe it is intended to, replace the legacy one. The list view can be adjusted to show the fields you are used to seeing, but will now contain effort driving SLA information. The challenge I envision is service organizations being process mature enough to really make use of it. But, what the Hell...this is technology which absolutely facilitates process. note: I do still believe in People, Process, and Technology.

-Bill Collins

[#3]

Thanks for the advice Bill.

There should be a path to escalation, as this field is stored directly on the task table and not one of the extended task type tables. But yeah I might try a glideRecord when I'm feeling inspired to write some code.

I appreciate your comments on the SLA plugin and having multiple SLA's running concurrently. I think I see the light now and should be focusing on SLA breaches rather than escalation level. I'll either be removing task.escalation from view, or making it IT Manager editable and use this field more of a "customer complaints" style escalation, rather than "unresolved duration" escalation.

[igaray]

BaseLine - A tool to visually identify risky customizations, possible upgrade issues, and more...

[shane_davis]

We are just starting to use the SLA plugin rather than the legacy way of handling SLAs. Yes, 3 years late...
I wanted our techs to see the escalation field change colors just as they are used to, but the SLA plugin stops using escalations.

So, in the SLA Workflow, I created a Run Script after each SLA Percentage Timer with the following script. Screenshots attached. Yes, this works for INC and I'm still working to get it to work for other task types. In the script, 1=moderate, 2=High, and 3=Overdue so just change them for each percentage stage.

var inc = new GlideRecord('incident');
if (inc.get(current.task)) {
inc.escalation = "1";
inc.update();
}