Due date field reference to specific SLA.

[Neil_Carlo24]

Hello, 

I need the due date to be based only on a single SLA definition. Currently, we have two resolution SLA definitions: one that follows business hours and another that runs 24/5. However, the due date is currently determined by whichever SLA triggers first. We want to ensure that it strictly follows only the 24/5 SLA.

[Mark Manders]

The due_date field is an old field that was used when it was only possible to attach one SLA to a record. It is outdated, but still used on some instances. I checked on my PDI: at this moment there is no OOB logic populating the Due Date, which means you have custom functionality in place that is giving you this data.

Check on that to see what exactly is happening. You can adjust the logic to only trigger on the 24/5 SLA definition, or add other logic if you also have tickets that don't run 24/5 and need the business hours one to do something.

If further assistance is needed, please let us know how your logic is currently setup.

[Neil_Carlo24]

Hello @Mark Manders ,

24/5 SLA and Business Hours SLA is running in all tickets but my requirement is to apply the breach time of 24/5 SLA on the Due Date field.

[Mark Manders]

In that case, adjust the logic to only run on that SLA definition. Then it will never show the due date of any other definition.

[Neil_Carlo24]

Hello @Mark Manders ,

Can you elaborate? cause my 2 SLA is running at the same time every ticket.