How can we set breach time of SLA based on a field on incident table?

[Community Alums]

Hi,

There is a date time field on incident table.

How can we set SLA breach time to value in this particular field? Please provide sample script needed.

Also my second question is Can we change the breach time, if the value of the field is changed?

Regards,

Sindhuja.

[Andrew Wortham]

Hello Sindhuja,

There are some process implications here.  I think the short answer would be, that this cannot be done easily, and likely should not be done.  

Using the OOB SLA functionality, you are meant to define the duration of an SLA in the definition. SLAs once started can pause, cancel, take weekends / holidays into account etc... Having a static breach day / time is not what SLAs are meant to do.

If you need to set an "End date" static field, you need to notify users about you can create a scheduled job / notification pair to send out a notification when that date field is reached.  This would take into account the end date, and any changes to the end date would take immediate effect. Whether to use this or a different solution depends on your use case.  Can you please specify what the business need is and why?

Best,

Andrew

[Community Alums · Accepted solution]

There is an OOB Relative duration "Breach on Due Date" which sets breach time based on a field Due date on incident form.