Trigger an SLA based on Task creation time

[Manohararuna]

Hello Everyone,

        I have one requirement. whenever i  created one Catalog item then a RITM  created and at the same time TASK also getting created under the RITM. Task SLA also created and Task SLA having the start time and End Time. SLA alos start after creation of Task under RITM start time field value is Meeting start time  value in RITM and SLA End time value as value of the Meeting End Tim value.

Please provide solution to this one.

Regards,

Manohararuna

[Mark Manders]

An SLA is the agreed upon service level, so it is the time within which a RITM should be resolved (the end user can expect the request to be fulfilled).

The task is used to assist in providing the solution for the RITM. From an SLA point of view, it makes no sense to start the SLA on the RITM when the task is created, because the end user shouldn't care about how he gets his request fulfilled, just that it is within the given time.

If you need the SLA to run on task because your teams don't can't run the 'due date' but really need an SLA, you can add it on the task itself. But it should not be related to the RITM.

What is your business case (and in this case I mean: what is the exact AGREEMENT with with requesting party).