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

SrinivasuSa
Tera Contributor

12 hours 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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