Based on Response field we want to create SLA's for custom table

[Rakesh50]

Hi ,

We have a field called Response and t has choice values like 4,8,12,16,20. And these are hrs. We want to create SLA if Response hrs is 4hrs then it should create an SLA with duration 4hrs. Similarly if response is 12hrs SLA should be create with the request with duration 12hrs.

How to do this ?

Thanks,

Rakesh T

[AndersBGS]

Hi @Rakesh50 ,

You need to go into SLA definitions:

Here you should create 5 new definitions where 1st start conditions should include "response = 4". Next one should include start condition "response = 8" etc. - The duration should match accordingly to the response selection. By doing this, you define the condition for when a SLA should be attached to the record.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Rakesh50]

Hi @AndersBGS,

Thanks for replying. Instead of creating 5 new definitions we want to make it as create dynamically. Because the hrs might increase up to 80 hrs. So i can't create new SLA definition to every response hr 

[AndersBGS]

Hi @Rakesh50 ,

i understand what you’re trying to achieve, but don’t see it as a possibility and this is not the way SLA is designed to work.

uf my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Anubhav24]

Assuming this field is on table , then select your intended table on which you wish to create this SLA and then in the start condition builder you can look out for your field and select the value like 4,8,12 etc and then create your multiple SLAs accordingly.