Hello all,
we have a rather complex requirement that cannot really be done through ootb, but I am looking for ideas that could make it work.
Use Case:
1. Customer opens a Case
2. SLA triggers (e.g. 10 hrs)
3. SD then creates an Internal Incident to solve Case
4. OLA triggers (MUST be 80% of Parent Case SLA)
This is to avoid Internal team from resolving at last minute and not giving the SD team enough time to process it and update the Case.
The requirement makes total sense to me, but I have not really found any easy way to implement this. It must also support the Schedules, Time zones.
Changing the Task SLA doesn't really work, because it is not really easy to manually calculate the target time (including the schedules).
The only approach we have done (not perfect, not nice, but somehow works):
- We have a Generic OLA definition (random time)
- We calculate the 80% of the parent SLA definition when child Task is created (on before)
- We then overrite the Generic OLA definition duration
- Child Task then gets attached the Generic OLA with with 80% duration.
But with each Task, we keep overwritting the original SLA Definition, which is not really a good approach.
Another idea would be to duplicate the SLA definitions as OLA and then attaching a custom Flow that breaches at 80%. We have thousands of SLA definitions, this would be quite annoying to duplicate.
Any ideas or suggestions would be welcomed. Thanks.
