SLA Using Variables from SC_TASK Not Starting as Expected

[jlaps]

Good afternoon community,

I am creating a few SLAs that derive their duration based on variables from the request form. I am running into a couple problems around them not starting. Conditions are as follows-

When I create a request that should trigger this SLA, it does not start, though the default TASK SLA does attach. If I then report on the TASK that is created, I can verify that these variables are indeed on the TASK and do have the values I am looking for. I have 4 priorities/SLAs and all are not starting as expected. Can I use the variables as above to trigger this? Anyone see what I am missing?

We have one same-day 7 PM SLA also, that for that one, I am using the DUE DATE SLA option, and assigning the due date when the TASK gets created as part of the workflow. This SLA does not attach to the TASK until I REPAIR SLA, and then it appears. Will not trigger first try. Again, I am using variables to trigger...

Any help is greatly appreciated in getting these SLA to trigger and attach like they should. Thanks!

[Brian Lancaster · Accepted solution]

I know variable are available as conditions variable selection but I don't think you can use them.  I needed to do this a few year ago and I was told the same thing.  Since I only needed to do this on one item I did the following.

1. Created a string field on the sc_task table.
2. Created a before insert business rule that copied the variable data to it in a comma separated list.
3. In my SLA did a field name contains.

[jlaps]

Brian,

You are correct. Even though you can place conditions against catalog variables, it does not work if you try. As you suggested, I exported the variables in the workflow to the description, and check for the values in there to apply, and it works great.

Thanks,

Jeff