question How to pause SLA on Request Item in ITSM forum

How to pause SLA on Request Item

Raghesh — Wed, 17 Mar 2021 06:05:04 GMT

Hi,

I have configured SLA on sc_req_item table for one of our Service Request Item. When this request is logged automatically a Task is created and assigned to Assignment group. Now the challenge is I can't find an option to pause the SLA when assignee is waiting for some other information from vendor or user.

In task we are using STATE field and in Request Item we are using only STAGE and the STAGE is set by default to Fulfillment.

Is there a way I can change the STAGE of Request Item when the STATE of Task is Changed?. If this is possible then I can put a pause condition in SLA definition. Please advise.

Re: How to pause SLA on Request Item

Community Alums — Wed, 17 Mar 2021 07:29:49 GMT

Hi Raghesh,

Any particular reason why your not using state field in Requested item, the reason being is you can still have business to set a stage on RITM when there is a change of state in task and you can make use of stage to pause but if the stages are tied to workflow conditions/activities, it affects life cycle RITM. (ex: pause the SLA when task state is on hold i.e set stage to "XYZ" from fulfillment on RITM once assignee gets all the information task sate comes back to in progress then we need change stage on the RITM to fulfillment/any other appropriate).

if possible make use of state fields(BR to set state on RITM when state changes in sc task) or use appropriate stages inline with workflow when task state goes back and forth.

mark correct/helpful if this response answered your question.

Thank you,

Hemanth

Re: How to pause SLA on Request Item

Raghesh — Wed, 17 Mar 2021 08:09:07 GMT

Hi Hemanth,

Thank you for your suggestion.

I am not sure why our customer has not used State field in RITM and it was implemented in such a way that all are handled in Task level by the Assignees.

If I introduce STATE field in RITM level then again it may cause confusion in reporting and all I believe.

Can you help me with a Business rule script to change RITM Stage when catalog Task STATE is changed, so I can use stage to pause SLA.

Hope I should configure Business rule in sc_task table.

Workflow is simple as attached.

regards,

Raghesh

Re: How to pause SLA on Request Item

Community Alums — Wed, 17 Mar 2021 09:02:43 GMT

Hi,

looking at your workflow, once RITM is approved it generated a catalog task and once it completes , RITM will be closed.

you configure a simple BR as below (however this is the ideal solution since your not ready to use other flags on RITM)

Refer the below link to add stages to your workflow

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/using-workflows/task/t_UsingWorkflowStages.html

Mark correct/helpful if this response answered your question.

Thank you,

Hemanth

Re: How to pause SLA on Request Item

Raghesh — Wed, 17 Mar 2021 12:09:38 GMT

Hi Hemanth,

As per your suggestion I have configured the BR, however it is not working. So I think you are saying in addition to the BR I should also modify the workflow for this to work.

Can you please guide on which core activity I should add to my existing workflow for this to happen.

Highly appreciate if you can guide me.

regards,

Raghesh

Re: How to pause SLA on Request Item

Community Alums — Wed, 17 Mar 2021 14:13:42 GMT

Hi,

did the stage change on RITM when you change the state on sc task??, you need to update the BR as per your state fields,

just for reference I updated as pending, you should update proper backend value of the state field

its working for me, please refer the below screenshot(SLA condition and BR), no need to change the workflow.(

Re: How to pause SLA on Request Item

Raghesh — Wed, 24 Mar 2021 14:17:52 GMT

Hi Hemanth,

Sorry for the delay in response. I was occupied with some other activities.

Today I tried the same way as you mentioned above by updating the BR as per your screen shot and configured SLA pause conditions exactly the same. I didn't do any modification on the workflow.

Then when I tested by changing the catalog task to Pending still the request item stage is showing as Fulfillment, it is not changing to delivery. I have my screen shots below.

I doubt is is something to do with the dictionary values of STAGE field in request item or Is it because I don't have any value which is -5 for Pending State.

When I checked the values for Pending State I can see only it is assigned for below mentioned tables like Change_task, sc_req_item and task. Should I add another one for SC_task ?? Is that the issue.

But all my catalog tasks are showing Pending, Open, Work in progress and Close complete.

Please advise what I am doing wrong here.

regards,

Raghesh

Re: How to pause SLA on Request Item

Community Alums — Thu, 25 Mar 2021 07:29:45 GMT

Hi Raghesh,

i could see though its going inside of if loop its not setting the stage field, this is because your workflow is not letting you update any stage until this task completes.

please do these changes,

1) In your below workflow activity uncheck wait for completion.

2)create a new wait for condition as below

3) place this between catalog task and set values activity block, join them and publish.

4)No need change the BR logic and SLA pause conditions.( i assume you set SLA pause conditions set as i mentioned in previous response.

Mark correct/helpful if this response answered your question.

Thank you,

Hemanth

Re: How to pause SLA on Request Item

Raghesh — Thu, 25 Mar 2021 08:37:41 GMT

Hi Hemanth,

Great it worked!!! You are a real expert!!

Thank you so much for this solution.

So hope if I want to use some other Stage instead of "Delivery", I just need to add a new stage in sc_req_item and update that new stage in Business rule and Workflow stages. Am I right.

regards,

Raghesh

Re: How to pause SLA on Request Item

Community Alums — Thu, 25 Mar 2021 08:56:57 GMT

Yes u can set whichever stage you wanna set. Please Mark this response correct if it answered your question. Thank you, Hemanth