HR Case SLA on HR Service Transfer

[Peeyush Jaroli]

Dear Community Members,

Looking for some inputs to set SLA definitions as per below requirements:

Whenever an HR case is transferred to new HR service, the existing case gets cancelled and new case with new HR service is created, along with that, SLA also gets cancelled in existing case and new case will have its own new SLA. We want to bring all the old SLA definition records (even if cancelled) to the new HR case SLA section.

Is there any way, we can bring cancelled case's SLA definitions to the transferred case?

Please share how this can be achieved.

[Musab Rasheed]

Hello,

SLAs are tagged to one record but you want to bring SLA of old Record in new record which may be possible through some complex setup but that's not feasible thing to do hence I suggest you not to go ahead with this.

Regards

[Peeyush Jaroli]

Hi @Musab Rasheed 

Still, would like to learn the possible options to achieve that. Please share.

Regards,

Peeyush Jaroli

[Harneet Sital]

Hi Peeyush, 

Not recommended as the SLAs were running based on the conditions from the previous HR Service record and bringing over the record will not add any benefit but would rather affect the reporting on your HR cases. You still can do this by updating the canceled SLA records against the previous HR case number's task attribute to the new HR case number. 

Now if the requirement is tweaked to say show how much time has been spent on the previous record, you can set the retroactive attribute to yes on any field that is copied over from the created timestamp from the previous record to the new one on your SLA definitions.

Thanks, 
Harneet

[Peeyush Jaroli]

Hi @Harneet Sital 

Thanks for your response. Basically, we want to report on how much time was invested in total in resolution of the case right from the when it was created to it was finally closed (including transfer scenarios). Is there any way to report on this without complicating the SLA configurations.

So basically in report, we want to see how many times the case was transferred and what all different SLAs were attached with that.

Regards,

Peeyush Jaroli