I want Dynamic Sla duration from catalog item

[sagarpundir]

I want that the user can fill the duration detail on service portal and that becomes the SLA breach time .

[Brian Lancaster]

I'm not sure that Dynamic SLAs are possible but even if they were I would say that this is a bad idea. You will never get a realistic duration from a user as they do not know how long something would take. So something that could table a couple hours to complete they may submit a duration of only a couple minutes.

[Mannapuram]

@sagarpundir This is not advisable, as every user thinks their request is important. It's better to stick to standard SLA times.

[CFrandsen]

Hi @sagarpundir 

From how I read your question, it sounds like you want the requester to be able to define the expected completion time directly from the Service Portal, and then use that to drive SLA breach time ?!

Since SLAs are normally meant to be predefined and agreed targets, letting end users set them directly isn’t advisable (it would defeat the purpose of having standardized performance metrics).

What you can do, however, is leverage the Due Date field. That field can be exposed on the form in the portal, allowing requesters to specify when they expect the delivery. Your SLA definition can then reference that due date instead of a fixed duration.

This way:

The requester gets flexibility (e.g. “deliver in 1 day” or “deliver in 30 days”).

The SLA still functions properly, counting a breach if the record goes past the due date.