How can I set an SLA to start based on a Date field being set?

carlh
Kilo Guru

‎03-03-2017 01:48 PM

Hi All,

On the Incident form, I created true/false fields and date fields to show when we notify other groups of an issue.

For example, if help desk needs help from Systems Admins, they select , Notify S/A and when it saves, a business rule set the date/time field so we can see when they were notified.   See screen shot

find_real_file.png

What we would like to do now is create SLA's based on the date changing from BLANK to Not empty.

The SLA is 1 hour from the Date "S/A" was notified and then changes to Moderate, then High after another hour

While creating SLA conditions, there is no "Changes to or Changes from" choice so I can't trigger SLA the way I had hoped.

Does anyone have an idea to help me use what I have in place now?

Thanks

Carl Helber

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twright5
Kilo Expert

‎03-03-2017 02:03 PM

There is no changes to or changes from, but there is a not empty.   Is   that date/time field blank before the business rule runs?


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carlh
Kilo Guru
In response to twright5

‎03-03-2017 02:13 PM

Yes but I assume that if I set it to "IS NOT EMPTY" that it wont know when it started.



In my head at least, Changes to Not empty would be a trigger but is not empty is going to be true every time once its set.



Im new to SLA's


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Brian Dailey1
Kilo Sage

‎03-03-2017 02:23 PM

Hi Carl,



Since you are setting the date field automatically when the checkbox gets ticked, why not just trigger your SLA on when "Notify S/A" is set to true?   Make this your Start condition (Notify S/A is True), and do not select "Retroactive start" (so that the SLA will start counting from the time the condition is met and not from the time the ticket was opened).



If that doesn't work for you, maybe adding some more details about your requirements could help.




Thanks,


-Brian


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