Starting SLA based on Business Hour Condition

[Cassie Ruggles]

Good day, I have stakeholders requesting a Request Item SLA which starts 4 business days before the request is due.

I know how to put relative date conditions in condition builder, but this is configured for absolute time, not for business hours. How would I start an SLA a given number of business days before another date?

Thank you!

[Tony Chatfield1]

Hi, if you are trying to dynamically set SLA based on X bus days before a due date, then I would look at creating a custom relative duration.
/cmn_relative_duration_list.do?

How to implement a relative duration (servicenow.com)