Custom start date for an SLA

[kaan]

Hi everyone,

I am trying to create an SLA Definition for Service Requests.

I want the SLA to start at "Requested Closure Date" and finish when SR state is "Pending Approval". Requested Closure Date is selected by the user when they submit the SR.

Anyone can help?

Thank you.

[Goran WitchDoc]

Not really understand the question here.. Can't you not choose that field at the "Set start to" on the SLA definition?

[ashik1 · Accepted solution]

Hello Kaan

I re-frame your question correct me if i am wrong.

"Requested Closure Date" is a date field in your Service Request and will be selected by User at the time of creation of Request. Your SLA should start date should be "Requested Closure Date" and SLA calculation will stop on selection of State as "Pending Approval".

Define your SLA with below condition

1. Check Retroactive start

2. Select "Set Start To" as "Requested Closure Date" (I assume Requested Closure Date is a field in RITM and not variable, if its a variable create a field and map the variable to this field)

3. Set your desired Start condition (ex: Active is True)

4. Set Stop condition as "SR State = Pending Approval"