Hi Naveen,
I can give you high-level guidance of what is needed. You have several options and I will describe two:
- create new field / or use an existing (I did not check if there is something suitable) on Catalog Task to store number of business hours for SLA (read-only)
- when generating Catalog Tasks, you should check catalog item of related RITM and get the appropriate number of business hours from Task SLA field (based on the order of the task) and store it in the field from previous step
- create Relative Duration script that 1) graps the information about # business hours from the task, 2) calculates the SLA using "calculator" and its methods (see DurationCalculator for more details)
- create SLA Definition with this Relative Duration for Catalog Task table with start condition suitable for your use case to ensure that Task SLA is started for needed catalog tasks
Second option is:
- first two bullet points are the same
- create one SLA Definition for each number of business hours and specify in Start Condition also condition like "<business-hours-field> IS 3" for 3 hours SLA.
First option has benefit that one SLA definition is enough because dynamic grabing of # business hours is done via Relative Duration script, but there is a disadvantage that ootb the pause duration is not taken into account for relative duration SLAs. Second option has on the other side disadvantage that you need SLA definition for each duration and as you allow to enter them manually in catalog item, you should cover all options (what if I enter 42 in there? Then there should be SLA definition for 42 business hours).
Maybe there are some other options as well but this could give you hints how to continue.
Best regards,
Dominik
