Trigger SLAs based on catalog item variable

[lata1]

Hi all,

I have Priority field on Catalog Item with choices(critical,high,moderate).  I have created 3 SLAs based on prioiry duration.

My Task is whenever user selected priority choices based on that SLA need to trigger. SLA is attached in RITM Section tab.. 

If user selected another  priority choice, need to cancel previous SLA and current SLA is attached to RITM..

My Doubt is what are the start, pause, stop condition for that catalog variable(priority)..

can anyone help me...

Thanks..

[Alp Utku · Accepted solution]

Hello, 

When you build SLAs, you need to select "when to run" condition as following

Pause and Cancel conditions are up to you but as best practise, you should pause the SLA when request is On Hold and you should stop SLA when request is completed or cancelled. 

Show Related Fields --- > Variables. The screenshot is below

PS : If you want to build SLA on RITM level (sc_req_item_table) you can directly select Variables value but It is suggested to define SLAs on Task level (sc_task) table

[lata1]

Thx for updating..

Here Retroactive start is checked or not..

Thanks..

[Alp Utku]

Retroactive start is not checked on the screenshot

[lata1]

Hi Utku,

When I ordered that catalog item Req and RITM generated..but in RITM form in Task sla tab i am unable to find my SLAs.

But I wrote SLAs on catalog task table and Mentioned Catalog item and priority in my SLAs ...when i change in priority in RITM it doesn't appear in Task sla tab..

How to fix..(SLAs are not working)

Thanks in advance..