I need to implement the second point requirement as i mentioned in Body

SrinivasuSa
Tera Contributor

3 weeks ago

Hi Team,

 

User has raised below concern "Due dates for Request tasks are populating dates before the request task opened date"

1. Long term fix – Identify which Live catalog forms that don’t have associated SLA and inform respective Service Managers that it is required for them to update it.

2. SLA due date calculation

    • We need to update the current configuration to configure start of SLA if catalog form doesn’t have SLA defined. IBM SNOW team to check how we will achieve this.
      • SLA will start when the SCTASK is created, date when the RITM is approved
      • If no approval required in the RITM, SLA would start when the request is created

 

I have attached screenshots of the existing Business Rule configuration for your review. Please let me know how to proceed with implementing the second point.

 

SrinivasuSa_0-1768476041360.pngSrinivasuSa_1-1768476064691.pngSrinivasuSa_2-1768476079275.png

 

 

Additionally, I have attached the issue detail screenshots below for reference.

 

SrinivasuSa_6-1768476479442.png

 

SrinivasuSa_4-1768476414377.png


Please review and advise how to implement the 2nd point requirement

Thanks in advance 

Best Regards,

Srinivasu 



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