How to add stop condition in SLA

[SuvithaMuru]

Hi everyone,

I need help configuring an SLA stop condition.

In the sn_grc_issue table, I want the SLA to stop when the Follow up date is less than or equal to 7 working days.

The Follow up field is a date field.

Could someone please guide me on how to achieve this?

Thanks in advance.

[Tanushree Maiti]

Hi @SuvithaMuru 

Use this : Follow_up_date Relative on or before 7 working days from now

[Ankur Bawiskar]

@SuvithaMuru 

this is not feasible directly with Stop condition in SLA as you want to compare date field to Today + 7 working days.

Also system won't automatically check and compare date and stop

Workaround:

1) create a custom field such as u_stop_sla and set it TRUE when Follow Up is within 7 business days based on your schedule. For this create daily scheduled job and iterate over all the records and then update the flag

2) Configure STOP Condition of SLA as u_stop_sla=TRUE

3) SLA stop condition requires some update on Record then only it will stop

Something like this in scheduled job, please enhance

var SCHEDULE_SYS_ID = 'PUT_YOUR_SCHEDULE_SYS_ID_HERE';
var SCHEDULE_TZ = gs.getProperty('glide.sys.default.tz', 'UTC');
var BUSINESS_HOURS_PER_DAY = 8; // change to match your schedule
var FLAG_FIELD = 'u_stop_sla';

var today = new GlideDateTime();
var durationMs = 7 * BUSINESS_HOURS_PER_DAY * 60 * 60 * 1000;
var duration = new GlideDuration(durationMs);

var schedule = new GlideSchedule();
schedule.load(SCHEDULE_SYS_ID, SCHEDULE_TZ);

var thresholdGdt = schedule.add(today, duration);
var thresholdDate = new GlideDateTime(thresholdGdt);

var gr = new GlideRecord('sn_grc_issue');
gr.addNotNullQuery('follow_up');
gr.query();

while (gr.next()) {
    var followUp = new GlideDateTime(gr.getValue('follow_up')); // date field, returns yyyy-MM-dd
    var shouldStop = false;

    if (followUp.getNumericValue() <= thresholdDate.getNumericValue()) {
        shouldStop = true;
    }

    if (gr.getValue(FLAG_FIELD) != shouldStop.toString()) {
        gr.setValue(FLAG_FIELD, shouldStop);
        gr.update();
    }
}

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