Attach an SLA Schedule from a Business Rule

[SerhiyK]

I have an SLA definition, and I would like to create a business rule that attaches different Schedules to the SLA based on the requestor's location. Has anyone done this? I would appreciate any guidance.

[Dr Atul G- LNG]

Hi @SerhiyK 

Not sure why need BR, bcz SLA work on specific conditions and if conditions matches it get auto attached. Created SLA based on location and it will work.

[SerhiyK]

Because I do not want to create and maintain 60 different SLA Definitions

[Dr Atul G- LNG]

Hi @SerhiyK 

Okay, but how will the system know we need to attach an SLA for India or US locations? I am trying to understand this. Please do not take me wrong, I am not saying your ask is wrong, but I am thinking how a BR will attach SLA.

If my understanding is right - BR will call SLA and SLA will attach when conditions match. Also , in SLA definition we have a schedule based on user location  time zone, will not work in this case

Adding expert here, @AshishKM  @Sanjiv Meher @Sandeep Rajput 

[AshishKM]

Hi @SerhiyK , 

We understoop your requirement but its not feasible to change scheduled on running SLA instance.

The sla instance created based on defined SLA when condition fulfilled, and SLA Enginge ( all processes ) maintains all SLA duration calculation. If you try to change the running instance, sla duration calculation will impact. 

It's recommended to create separate SLA, keep it simple.

-Thanks,

AshishKM