Hello,
We are trying to create SLA definitions for RITMs related to Computer Request.
With Incidents and other Requests, we have been able to successfully use the States (Active/Hold/Awaiting Info/Resolved) to Start/Pause/ and Stop SLA.
With Computer requests, it gets a little tricky. The request form has the Date Required by option which later becomes the Due Date on RITM.
Sometimes the Due Date is more than 30 days in future (in case of requests created in advance for new joiners next month). The SLA definition form doesn't have the option to include advanced conditions to check today's date or the Due Date and start SLA 3 days before the Due Date. Where should I go to add a script for defining SLA Start and Stop triggers based on these?
Thank you.
Hi,
You can try to use relative in your condition builder:
Please mark reply as Helpful/Correct, if applicable. Thanks!
Thank you and sorry for not posting the complete detail in the question. The field does allow adding the due date for the next day or sooner.
We would like to make sure that the fulfillment team does get the 3 days to achieve SLA.
1. If the Due Date is equal to or less than 3 days since RITM creation, the SLA should start right away after creation. So in above example, for a request placed today with tomorrow's due date (or 23rd/24th), the SLA should start right away.
2. If the Due Date is more than 3 days after RITM creation, the SLA should start just 3 days before the Due Date. Example - For a request with Due Date on 30th August, the SLA should start on 27th.
It is because of these conditions, we wanted to explore the option of using a script with If/Else checks.
Thank you.
