Calculate Date for Future SLA Usage

Joshua Cassity
Kilo Guru

‎01-10-2018 01:36 PM

I have a catalog item that asks the customer for a date of when they'd like a service to be performed (Field 1).

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I need to calculate five days from that supplied date and store it in what will be a hidden variable (Field 2) so that I can hopefully use that date in a Wait For condition in a workflow to change the state of a task from Pending to Open when that date is less than or equal to today's date so that the SLA isn't triggered early and breaches.

Ex. Customer wants a workstation setup on 1/30/2018 and the SLA on this task if five (5) days. If we start the SLA now then it's obviously going to breach but if I begin it five (5) days from when the customer wants the item installed we can determine if we are really missing our SLAs.

Does anyone have any suggestions on how I can accomplish both the date calculation and the Wait For condition? Or have another mechanism to a time-based delay on a SLA trigger based upon a customer's scheduled date of service.

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knight202
Kilo Guru

‎01-16-2018 03:31 AM

Setting-up SLAs based on a fixed date generally require a relative duration to be setup. I'd advise against having an SLA based on what the customer inputs into a form because you may run into situations where the date needs to be edited later. Keep in mind that with fixed dates/relative durations, you won't be able to use pause conditions because there are scenarios where the SLA could yield negative time (which isn't possible).



The wait for condition can be added to a custom SLA workflow, however, you probably want the SLA to begin in a paused state and then move to in progress based on a trigger (in this case, when the item moves from Pending to Open).



Below is a link to my Youtube Channel where I have several videos which describe SLAs in detail. Hope it helps.



AlexNow Solutions - YouTube


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Ashutosh Munot1
Kilo Patron
Kilo Patron

‎01-16-2018 03:37 AM

HI Joshua,



So you want to add 5 days to date selected in DATE field and store it to SLA Begin Date field Right?



I have one script to add 5 days to that date and store it to other field. But before moving forward let me ask you, Do you want any schedule to be involved in this. Only weekends or weekdays or 24 by 7.



Thank you,


Ashutosh Munot



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