Hi All,
I have a requirement where I need to trigger SLA's based on two conditions. I have a variable called "Termination date" on the catalog form. The two conditions are given below:
- Managers can either select immediate termination or at a specific date and time.
- SLA:
a. If Termination is requested immediately, then SLA for respective team is 2hrs from the time they receive email.
b. If Termination is requested at a specific time (for ex. 9/22/2023 5pm PST), then team SLA is 2hrs from 5pm PST onwards.
I am not sure on how to achieve this, do I need to create two different SLA's for two conditions or can I achieve this with in one SLA. Please help me with this.
Thanks in advance !
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