sla related issue

[chandan31]

we have a catalog item for onboarding and there is a custom field on the RITM called - onboarding date.

For future onboarding requests, ( where onboarding date is after today ) ,we need to configure SLA which should trigger -> minus 2 business days from date of onboarding.

SLA schedule: 8*5 Monday to friday

Could you please help me how to do this .

[Vishal Birajdar]

Hi @chandan31 

minus 2 days means , you want SLA should trigger 2 days before "onboarding date" or after onboarding date ? 

If onboarding date is on RITM form then , In start condition use 

onboarding date relative after 2 days from now  

or 

onboarding date relative before 2 days from now

If Onboarding date is on variable level then you will get the variables in start condition (show related fields): 

You can use your variable here...!!

[chandan31]

Hi,

Can we have the conditional SLA start time - For future onboarding requests, ( where onboarding date is after today ) ,we need to configure SLA should start 2 business days before date of onboarding.

Thanks ,

Chandan