Updating SLA Planned End Time when Due Date Changes

[Sue Frost]

I have a request to update the Planned End Time on the SLA when the Due Date on the Case (aka Task) changes. Authorized users are able to update the Due Date.

(Background - if the due date on a case is extended, then the SLA may breach because the planned end time does not update.)

I was able to location a HI article which suggested a solution:

- add a reset condition of Active = True and Due Date changes

- add a custom Duration Type with the following script

// Perform relative duration calculation using the 'calculator' variable (which is a DurationCalculator object)

var endDateTime;

if (current.getRecordClassName() == 'task_sla') {

      endDateTime = current.task.due_date;

} else {

      endDateTime = current.due_date;

}

calculator.calcScheduleDuration(calculator.startDateTime, endDateTime);

Article link: https://hi.service-now.com/kb_view_customer.do?sysparm_article=KB0536464&sysparm_topic=Known+Error+D...

What I'm seeing now is the exact problem that this HI article was designed to fix - the start and end date/times are being set to the same time:

Interestingly, if the due date is actually overridden, the original SLA (as seen above) is completed and the new one shows correct start and end times:

Since I can't assume that a due date WILL be overriden, I need to find a way to correctly create the original SLA.

On a related thread: SLA Status on Reset - Complete vs. Cancelled I also need a way to identify the completed SLA so that it can be excluded from reporting.

Thanks in advance for suggestions and help.

[varunbatra]

Hey Sue,

Can you help me with the business rule to set due date override to true.

[Sue Frost]

Hi Varun,

That rule is part of our custom application. What's your question?

[varunbatra]

Hey Sue,

Mine is similar to your application wherein if due date of catalog tasks changes, it should also update the planned end time of task_Sla attached to it.

[Sue Frost]

Then you probably want to use a field like Due Date Override T/F to be the trigger for the SLA.

For example, I have an SLA of three days for a Policy Change task. However, if the Due Date is overridden, then the SLA should breach on the Due Date.

To accomplish this, I have a flag (Due Date Override) that is set when the Due Date is changed - that's the business rule.

I have two SLAs - one that runs when there is NO override (start condition of Due Date Override = false), and one that runs where there IS an override (start condition of Due Date Override = true).

Only one of these SLAs will ever run on a record. The other would get cancelled.

[Felipe Carvalho]

Great idea, I had a similar problem, this workaround seems like a good solution that will help me, thank you very much