SLAs are not attaching to Catalog Tasks (sc_task table) even when the Start conditions are met - Support and Troubleshooting

SLAs are not attaching to Catalog Tasks (sc_task table) even when the Start conditions are met Description  Symptoms No SLA Definitions on the sc_task table were attaching even when the Start conditions for those SLA Definitions were satisfied Release Madrid Patch 2 Cause The root cause of the issue actually has nothing to do with SLAs.

The Run Script activity in the "Stark Industries" workflow contained a script that declared a variable as "var gs". Since the script wasn't wrapped in a function, it overwrote the global "gs" variable. This is the issue.

This is the reason the condition was failing in the "Run SLAs" Business Rule (upon debugging Business Rules, it was noted that the "Run SLAs" Business Rule was being skipped per the condition failing), and anything else that needed "gs" in that transaction (the condition for that Business Rule is: (gs.getProperty('com.snc.sla.engine.version','2010') == '2011') ).

Barring the "gs" overwrite, the script was incorrect. It was using query instead of addQuery so it was essentially querying the whole approvals table each time a requested item was approved.

Here's the new script which has been wrapped in a function, and "var gs" has been changed to "var gr":

//workflow.scratchpad.task_desc = 'Review Stark Industries request';

(function execWFScript(current) {

var gr = new GlideRecord('sysapproval_approver'); gr.addQuery('sysapproval', current.sys_id); gr.addQuery('state', 'rejected'); gr.query(); if (gr.next()) workflow.scratchpad.task_desc = 'Stark review - Stark Industries'; else workflow.scratchpad.task_desc = 'Please conduct review of Stark Industries request';

})(current); Once the script modification was made to correct both issues, the SLAs attached per expectation to the sc_task table.