Dynamically Extending SLA end Date

[tapasvi]

Hi Folks,

I have  a requirement on sla.

we have created an sla- say 10 days.

so begin and end date of sla are set. lets say 1st sept begin date and 10th sept end date 

we have a custom field name expedite(date field). where our client wants to exceed the sla end date based on the  expedite date.

like if he selects the date on expedite  field as 12th sept, the sla end date should be 12th sept.

Is this possible?

[Pratiksha Kalam]

Hi,

Original Request

When the Due Date is overridden on the CASE table (extended from Task), the Resolution SLA should reflect the new Due Date as the Planned End Date. The Resolution SLA should not breach until the Due Date is reached.

Solution

• added Relative Duration "Based on Due Date" which calculates Planned End Time / timings on SLA based on the Due Date on the Case. (uses code listed in original post, above.)
• added Business Rule "Set Due Date Override flag" to set Due Date Override flag to 'true' when the Due Date field changes. (Due Date Override can't be made a dependent field of Due Date - that option is only available to Choice and Reference fields and Due Date Override is a true/false field.)
• updated all existing Resolution SLAs to add a new start condition of "Due Date Override = false": (see attachment)
• created new "Case Resolution - Due Date / Résolution de dossier - Modification d'échéance" SLA to:

                            - start when Due Date Override is true & case is open

                            - stop when case is closed

                            - duration type is "Based on Due Date"

• copied existing task sla cleanup business rule to "Task SLA Cleanup - Due Date" which will delete any in-progress resolution SLAs when the due date changes.

Notes

• SLAs not driven off a user-specified duration do not have a Pause condition. It's not applicable)
• A Reset condition of <field> CHANGES causes the original SLA to complete, leading to duplicate completed SLAs which can be an issue for reporting.

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[tapasvi]

Thanks for the response.

i am really new to servicenow.

could you please explain in detail.

I could not find any attachments as stated above.