Dynamic SLA Configuration based on date/time field

[Karthik Buska]

There is a challending requirement on Case table. Through API we are getting datetime value to a custom field - 'Promised Resolution Date', Now SLA should should set it hours based on this field once the time is up SLA needs to breached.

Any ideas, open to discuss.

[Dr Atul G- LNG]

Hi @Karthik Buska 

In which field are you storing this value in the case table? You can use that field for SLA calculation. Also, please explain further about how the SLA should be set in hours based on this field. Once the time is up, the SLA should be considered breached.

[Karthik Buska]

we have custom field that hold's the maximum date and time of when the case is needed to be resolved.

According to that field our SLA should work

[Shivalika]

Hello @Karthik Buska 

Do you mean you are getting duration in this promised resolution field ?

Or you are getting date/time on which you have to trigger the SLA ? 

You have mentioned Date/Time and also hours, hence the confusion. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

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[Karthik Buska]

Hi @Shivalika ,

It was date/time field and we are getting end date by when we need to resolve the case.