SLA duration based on Catalog Item

[gflewis]

We are using the SLA plugin. I am trying to create an SLA which pulls the duration from the Catalog Item delivery_time field rather than the value specified on the SLA definition. Can anyone tell me how to do this? Can anyone tell me the purpose of the Catalog Item delivery_time if it can not be used to specify an SLA?

[kcaldwell]

This is an interesting concept dynamic End Time for SLAs. I got the same question a couple of days ago but for incident management. Basically if the lowest priority is selected they wanted to show a field which allowed a Date/Time entry for the End Time. Here is what I suggested and I am sure you could apply the same to your situation.

1. Create an SLA to fire on the lowest priority and set some default value for duration because it is a required field.
2. There is a before business rule which runs on Insert on the task_sla table called "Set planned end time". This script populates the planned end time field on the Task SLA. Modify this script to look at the new End Time field and if populated then use this to set the "Planned End Time" for the SLA.

You could do the same thing with a Catalog Item by looking at the delivery time field. An example of the calculation is in the business rule because the duration field on the SLA definition is the same field type as the Catalog Item delivery time field - glide_duration.

[randrews]

i haven't been able to get it to fill in the duration from the duration field itself.. what we ended up doing was creating an sla for each duration we have 1 day, 2 days, etc and just using those.

[Surya73]

You Can write relationship with sla table and catalog table are Application