SLA to be attached to Change Management

[Mihai5]

Hello Members,

I have a requirement to attach SLAs to Change records to measure if the given change was performed withing the planned start and end time or not (if actual start time of change and actual end times are within planned start and planned end times). I am also trying to achieve the following,

1- SLA task related list on change form to measure the above described SLA (Its not available OTTB i guess)

2- Notifications to the originators if the SLA is burned 50%, 75% and 100%.

3- if the change is not closed within the planned start/planned end time, the SLA gets breahed.

Looking for some suggestions on how to achieve this.

Thanks

James

[Community Alums]

I am not sure you can run an SLA against a 'timeframe' like that. You can create SLAs on the Change Request table, though. You'd need to set your start conditions in the SLA somehow based on the planned start date. The 'duration' on the SLA is where I could see things getting tricky. You can't script the duration, as in, a duration between planned start and end dates.

You could probably achieve what you want using a workflow with some scripting and timers. It seems it may be more of an 'after close' type of thing, as you would need to know the actual start/end times to determine if there was any sort of breach.

Tim

[BhupeshG]

Have you find a solution for this..

[BhupeshG]

Here is what I think would work . this is how your SLA defintion should work.. 

Bring Due date field on Change form and Set it matched planned end date via a script.

Hope this helps

[dmarpaka]

Hi, similar to that I have an other requirement.  Based on the change management patching calendar we should define custom schedules for change request, populate the due date field by attaching the SLA schedule. Looking for some inputs on how to achieve this.

Thanks