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

[senthilkannandp]

Hi Paul,

For this requirement, I think you may maintain status of Requested Item. Based on the status, like "On Hold, Awaiting requirements", you can configure the Pause condition. If the status is not available you can add it. This will helpful for future.

Thanks,

Senthil