If you create a catalog item with Item Designer and use it to add approvals and a task to the item, then add an SLA on the Catalog task (sc_task), the SLA is not evaluated correctly when the task is closed. The Item Designer workflow processing runs and resumes the Request and Request Item workflows after the Catalog task update is completed, but before the SLA Engine is called.

Steps to Reproduce

  1. Navigate to Item Designer > My Item Categories.
  2. Click New.
  3. In Choose the catalog your new category will appear in, select Service Catalog.
  4. In Name of your new category, type Test Item Designer.
  5. Click Submit.
    This creates a category request.
  6. Navigate to Item Designer > Administration > All Category Requests.
  7. Click the Number for the category named Test Item Designer.
  8. Click Create Category.
  9. In Related Links, click Create an item.
  10. In Name, type Test Item.
  11. Note the following:
    • Catalogs is automatically set to Service Catalog
    • Categories is automatically set to Test Item Designer
  12. Click Next.
  13. In Related Links, click Add an Approval.
  14. Add two approvals:
    • User = Fred Luddy
    • Group = Network
  15. In Related Links, click Add a Task.
  16. Add two tasks:
    • Short Description = Task 1 and Group = Network
    • Short Description = Task 2 and User = Bow Ruggeri
  17. Click Publish.
  18. Navigate to Service Level Management > SLA > SLA Definitions.
  19. Click New.
    • In Name, type Catalog Task
    • In Table, select Catalog Task [sc_task]
    • In Duration, specify 1 day
    • In Schedule, select 8-5 weekdays excluding holidays
    • In Start condition, specify [Active] [is] [true]
    • In Stop condition, specify [State] [is one of] [Closed Complete, Closed Incomplete, Closed Skipped]
  20. Click Submit.
  21. Navigate to Service Catalog > Open Records > Tasks.
  22. Open any task record. 
  23. Click the menu icon  and select Configure > Form layout.
  24. Add the Task SLA->Task related list.
  25. Click Save.
  26. Navigate to Service Catalog > Catalog.
  27. In the Search catalog text box, type Test Item and press enter or return on your keyboard.
  28. Click Test Item.
  29. Click Order Now.
  30. Impersonate Fred Luddy.
  31. Navigate to Service Desk > My Approvals and approve the request item (RITM).
  32. Impersonate Bow Ruggeri.
  33. Navigate to Service Desk > My Approvals and approve the request item (RITM).
    The task is generated.
  34. Navigate to Service Catalog > Open Records > Items.
  35. Open the task (Task 1).
  36. Type some text in Work notes.
  37. Right-click in the header bar and select Save.
    In Task SLAs, the Stage is In Progress.
  38. Click Close Task.
    Note that the SLA Stage is still In Progress. The SLA Stage should be Completed because the stop condition has been met.


The business rule Item Designer - Task Sequence Complete has a default order value of 100, so it runs before the Run SLAs business rule (order value of 101). You can correct the issue by changing the order of the Item Designer - Task Sequence Complete business rule to a value of 200.

Related Problem: PRB707390

Seen In

Geneva Patch 5
Geneva Patch 7
Geneva Patch 8
Helsinki Patch 2

Fixed In


Associated Community Threads

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Article Information

Last Updated:2018-08-14 09:51:52