Dynamic SLA requirement

[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.

[Ankur Bawiskar]

@Karthik Buska 

you can define when your SLA gets started, paused, cancelled, completed etc but not for breach

Once your SLA completes it will start updating the breach time

If my response helped please mark it correct and close the thread so that it benefits future readers.

[KerolinaB]

Hello,

You have control over when an SLA is triggered, paused, resumed, canceled, or marked as completed. However, you can't manually set when an SLA is breached—that part is handled automatically by the system. Once the SLA is completed, the system checks the timings and updates the breach status based on whether the SLA goals were met within the expected time frame.

Best regard,

Kerolina