Trigger SLAs based on catalog item variable

lata1 · ‎11-05-2020

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 · ‎11-05-2020

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

View solution in original post

srujana2 · ‎11-05-2020

Now it is working Great..

Thank you..

MrMuhammad · ‎11-05-2020

Hi Lata,

The below link will help you with setting the conditions based on item variables.

https://community.servicenow.com/community?id=community_question&sys_id=1247a43adbd713408e7c2926ca96...

To cancel and attach a new SLA when priority changes you need to select Reset action as "cancel exisiting SLA task" under Reset Condition tab/seciton. Also, place a condition that variable (priority) changes.

Hope that helps!

Thanks,

Sharjeel

Regards,
Muhammad