SLA Definiton filter conditons

[tulasi8]

Hi Community,

We currently have a notification configured for "SLA Warning Breached" on the task_sla table. Our requirement is to suppress this breached notification for a specific catalog item. To achieve this, should the filter condition be applied within the notification configuration on the task_sla table, or should it be handled within the SLA Definition associated with the sc_req_item table? 

Regards,

Tulasi.

[tulasi8]

@Ankur Bawiskar 

[Ankur Bawiskar]

@tulasi8 

this notification "SLA breached Parm" is linked with event "sla.warning.breach.parm"

Use advanced notification condition and script and check the task is for which RITM and what's the catalog item for that

var gr = new GlideRecord("sc_req_item");
gr.addQuery("sys_id", current.task);
gr.addQuery("cat_item.name", "Your item"); // give your catalog item name here
gr.query();
if (gr.hasNext())
    answer = false; // don't send if the RITM belongs to this particular item
else
    answer = true; // send all other time

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[tulasi8]

@Ankur Bawiskar I made the changes in advanced script in dev. For testing purpose i created a request for that particular catalog item. But no sla is being attached after creation of ritm. 

[Ankur Bawiskar]

@tulasi8 

the notification you updated has nothing to do with the SLA not getting attached