SLA Not getting attached

[Sooriya3]

Hi .. there is a SLA definition (Attached) at sc_req_item table level. There are not restrictions to which RITM's to associate the SLA. However, the SLA is not getting attached to ALL RITMs. Some catalog items are not getting any SLA's, though RITM get logged. How?

[Brian Lancaster · Accepted solution]

Is there anything on these RITM that would cause the state not to be open when they are inserted. A better start condition may be active is true. 

If you have approvals on RITMs I would suggest changing the condition to active is true and approval is approved. Just make sure in your workflow you are setting the approval field on the RITM. Also I would uncheck retroactive start.

[Brian Lancaster · Accepted solution]

Is there anything on these RITM that would cause the state not to be open when they are inserted. A better start condition may be active is true. 

If you have approvals on RITMs I would suggest changing the condition to active is true and approval is approved. Just make sure in your workflow you are setting the approval field on the RITM. Also I would uncheck retroactive start.

[AndersBGS]

Hi @Sooriya3 ,

 As @Brian Lancaster also suggested, I would recommend you to look at the attached workflow to understand starting state. If state on some of them is bypassing open / setting to other state, then the SLA would not attach.

[Sooriya3]

@AndersBGS @Brian Lancaster  At the outset, the state transitions seems to be the problem. Thanks guys. Will feedback once I bottom this out and fix.

[Sooriya3 · Accepted solution]

@AndersBGS @Brian Lancaster  problem solved with your assist. Thanks a ton. It was indeed the state transitions.