How to setup SLA's on RITM Tasks?

[aharper00]

I am certain that this is simple and I'm over looking something.

I have a catalog item and want to set an SLA on the tasks that are created from that item.   The workflow is on the sc_req_item table.   When someone orders the catalog item it generates a RITM and associated tasks.   I'm struggling with how to get the SLA's setup on the Tasks that are created.   I know how to setup the the SLA on the RITM, but how to do it on the Task?  

I *think* that what I want is to have an SLA setup with conditions that look at the Request Item's workflow context and then set the SLA on the sc_task table.   Not entirely sure how to do this.   I have tried to have the SLA setup to look at the sc_task table (where the tasks are created) and then use the following condition... <Request item.Context.Workflow version> <is> <workflow123>.   No SLA's are being set on the Task.  

Any thoughts?   I don't want to set the SLA based on where the task gets assigned, who is working on it, what state it is in, etc... the only thing that really matters is what catalog item was used when the task was created.

TIA!   Andy

[j3d1]

Hi Andy,

If you go to SLA definitions and click new, set table to sc_task then in the start condition selector, scroll all the way down and hit "show related fields", then scroll down to request item => requested item fields, then click item.   That should let you set SLA's on the tasks for a RITM based off which item is being requested.  

hope that works for you.

-Ben

[Kostya · Accepted solution]

Hi Andy,

the trigger condition for Catalog Task (sc_task)

Request Item.Item.Workflow = <Workflow Name>

should work. The Requested Item has always a reference to Catalog Item (sc_cat_item), where the Workflow is defined. You can use the condition picker and than you simply select the right workflow from the reference window.

Best regards

Konstantin

[amitgaur]

Hi, I have a requirement for catalog item where there is a catalog variable "item requested" with 4 options as "Laptop", "Desktop", "Mobile" and "Other" . Now the requirement is that based on the "item requested" variable choice I have to attach SLA's to catalog task (not RITM) of 2,3,4 and 5 days respectively. I have defined SLA's on sc_task table and defined the start condition of SLA's for variable choice. The problem I am facing is that irrespective of what item i order, all the task SLA's are getting attached to the catalog task level. I tried the same at RITM level and SLA's are working fine there as my workflow is also on sc_req_item table. Maybe I am missing something, Can anyone help me to configure the SLA's on sc_task table on the basis of options that i choose for "item requested"?