SLA Breach for Logistics Module

[Jyothi76]

Hi Team,

I have requirement:
a. CS Req – Logistics - Response Time which is achieved by changing status from Submitted to In Progress maximum 3 hours from ticket creation
b. CS Req – Logistics - Resolution Time which is achieved by changing status from In Progress to Completed maximum 2 hour before event start date.

Could please help on this how to create SLA for the above requirement? 


Thanks,
Jyothi

[korensdervs]

I agree with your point, Jyothi—setting clear SLA rules for logistics is essential because delays can quickly ripple into bigger operational issues. The way you’ve defined the response and resolution windows makes sense, but it’s also important to monitor them in real time so exceptions don’t go unnoticed. 

[svirkar420]

Hello @Jyothi76,

You can configure this SLA from the SLA Definition (contract_sla) table.

1. Response SLA

• Name: Your preferred name.

• Target: Response

• Table: Your required table

• Duration: 3 hours

• Schedule: 24x7 (or your business schedule)

• Conditions:

  • Start: Created

  • Stop: State = In Progress

  • Pause: State = On Hold (if applicable)

Retroactive Start - checked 

starts from-  creation.

2. Resolution SLA

• Name: Your preferred name.

• Target: Resolution

• Table: Your required table

• Duration: 2 hours (or use a script for “Event Start - 2 hrs”)

• Schedule: 24x7

• Conditions:

  • Start: State = In Progress

  • Stop: State = Completed

  • Pause: State = On Hold (if applicable)

This will ensure you measure both the response time and resolution time as required.

@Jyothi76 , If this helps, please mark my response as Accepted  and Helpful, so that it can benefit others in the community.

Best Regards,
Saurabh V.

[svirkar420]

Hello @Jyothi76,

You can configure this SLA from the SLA Definition (contract_sla) table.

1. Response SLA

• Name: Your preferred name.

• Target: Response

• Table: Your required table

• Duration: 3 hours

• Schedule: 24x7 (or your business schedule)

• Conditions:

  • Start: Created

  • Stop: State = In Progress

  • Pause: State = On Hold (if applicable)

Retroactive Start - checked 

starts from-  creation.

2. Resolution SLA

• Name: Your preferred name.

• Target: Resolution

• Table: Your required table

• Duration: 2 hours (or use a script for “Event Start - 2 hrs”)

• Schedule: 24x7

• Conditions:

  • Start: State = In Progress

  • Stop: State = Completed

  • Pause: State = On Hold (if applicable)

This will ensure you measure both the response time and resolution time as required.

@Jyothi76 , If this helps, please mark my response as Accepted  and Helpful, so that it can benefit others in the community.

Best Regards,
Saurabh V.