SLA duration is depend on the custom date field

[raju11]

hello everyone,

I have a requirement, I need to trigger a resolution SLA for the task, in the task there is a start date field, The resolution time is 15days + start date, Suppose if the start date is 2/10/2022 the resolution duration should be 2/25/2022.

Thanks,

Raju.

[Vinayak Belgaon]

Hi Raju,

In the SLA definition you have the option to set the duration of your sla to the due date field on the task. You just have to make sure that the due date is update the the +15 days from the start date before the record is inserted in to the system.

Regards

Vinayak

[raju11]

hello vinayak thank you for your response,

can u help me with how to update that due date specific to the item task, when I am selecting the due date field it is showing the SCHEDULE SOURCE and SCHEDULE SOURCE FIELD,

thanks,

Raju.

[Vinayak Belgaon]

To update the field, you can either use Business rule or Flow designer. Create an Business rule before insert. within the script you can get the current date time using GlideDateTime and add 15 days to it.

For Schedule Source you can select the schedule which the the team working on the ticket follow, by default it is 24*7, the most commonly used as per company work time is 8 to 5. So if any incident is created outside if this schedule the SAL business time is paused