When creating an SLA on Requested Item or Catalog Task and setting the condition using a variable, the SLA does not display the the item name. This occurs if the variable on the item is from a variable set.

Steps to Reproduce

  1. Navigate to Service Catalog > Catalog Definitions > Maintain Items.
  2. Open the the record for Apple iPad 3.
  3. Go to the Variable Set section or tab.
    If not present, add the section by configuring the form.
  4. Double-click on Insert a new row.
  5. Type common_comments and click the green checkmark.
  6. If no variable is present on the variable set, create a variable.
    For example, create a variable on the variable set named "Who are you?"
  7. Navigate to Service Level Management > SLA > SLA Definitions.
  8. Click Create new.
  9. In Name, type some text.
  10. In Table, select as Requested Item [sc_req_item].
  11. In Duration, specify any duration.
  12. In the Start Condition tab or section, click the --choose field-- drop-down, scroll to the bottom, and select Show Related Fields.
  13. Click the drop-down again and select Variables.
  14. In Select Item, specify Apple iPad 3.
  15. In Select Variable, specify Who are you?.
  16. Click Submit.
    Note that the item name is blank.
  17. Repeat steps 1-16, but create a variable on the item level instead of the variable set.
    Note that the item name is not blank.


If you need to use a catalog variable in an SLA Definition condition, there are two possible workarounds:

  • Copy the variable to a field in the record with a business rule, and use the field in the SLA Definition condition.
  • Remove the variable from the variable set and place it directly on the catalog item.

Related Problem: PRB668079

Seen In

Fuji Patch 10
Geneva Patch 4

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-07-22 21:51:24