How to add a new SLA to an task when existing SLA is breached

[Tamilvanan T]

We have created a two new SLA for RFQ tasks. In which one is 4hours and other is 48 hours. We need to attach the 48 hours SLA to the task when the 4 hours SLA is breached.  Instead the two SLA is getting attached to the tasks at the same time.

Could you please let us know the way to achieve this 

Please refer the attachment for the SLA details and conditions.

Thank you!

[Dr Atul G- LNG]

Hi @Tamilvanan T 

SLA work on the conditions it written or defined. So if in both SLA 4 hr and 48 hr the conditions are same or matching with records then both SLA get attached at same time. 

[Dr Atul G- LNG]

If you want the 48hr SLA attached later when the 4hr SLA breaches then you need to write the script, to check the status of the 4hr SLA first and then add a new SLA.

May I know what is your use case? 

[Tamilvanan T]

Yes That's right. I need to insert the 48hrs SLA to the task once the 4hr sla is breached. I have tried with business rule but the script is not working.

Could you please share a sample script or a way to achieve this.

Thank you!

[Dr Atul G- LNG]

Hi @Tamilvanan T 

I don't have script for the same and I think it is not easy to just filter the 4 hr SLA. may I know what is your business use case for same?