SLA's and Catalog Tasks / RITM's

[paul_roberts]

Hi All,

We've been asked to define SLA's on our Service Catalog items and i'm trying to find the best way to do this.

After the REQ is approved by the Line Manager, the RITM's are generated and sent to our change team for validation.   Once these are validated each one generates a task.

I had built 5 day SLA's that start when the tasks are generated, but a further requirement has been identified to include the time that the request is with our change team at vaidation (ie this should be part of the overall 5 days).

I can see that i can generate the SLA to trigger on the RITM no problem, but i'm having issues forming the pause and end conditions based on the generated child task - as in i can't find a way to do so.

Hope this makes sense!

Is it possible?

Thanks

Paul

[Chandresh]

Hi Paul,

I didnt get the whole requirement but here my suggestion. you can make a checkbox custom field in RITM which will be true if there is any active task present in RITM and false if there is no active task present in RITM. For this you can write a business Rule. Once this fucntionality is fucntional you can use the custom field in SLA Pause condition accordingly.

[paul_roberts]

Thanks for the suggestion.   I did however forget to mention that there are currently several pause conditions in relation to the task state.

[SRJ]

HI Paul,

can you share details how you have configured ? we had similar requirement.Thanks

[paul_roberts]

Hi,

I could not find a way to accomlish what I required in this original request.   there was some other Service Catalog work planned which tied into this and ultimately did something rather drastic - removed Catalog Tasks entirely.   I've customised the RITM form to work very much like an incident record and we now have the SLA's defined on the RITM.

I'm going to assume this isn't the solution you were expecting, but it works for us!

Cheers

Paul