Create an SLA based off a variable date entered after request creation

[nhenderson]

I am trying to find a way to create a custom SLA based off of the field my resource fills in after checking with the person who requested the work.

Scenario:
Our Servers team is requested to build a specific server setup for a project coming. It will not be accomplished within our normal base SLA. 

The resource follows up with the person who requested the work, they agree on a delivery date. I want the resource to be able to go back to the request, change the "Agreed Date" variable and that trigger a new SLA based off of the date selected.

I've created the SLA definition in my dev environment and the business rule with my script.

But I feel I am missing something in connecting them and triggering the SLA change.

[Shivalika]

Hello @nhenderson 

Instead of start condition as state is not open , give it "State IS-ONE-OF" 

You haven't given any pause and stop conditions ? Not giving pause is fine but stop ? 

Please make these minor changes and let me know the updates. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

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[Ankur Bawiskar]

@nhenderson 

so you want SLA to start when the Agreed date reaches?

Consider SC Task created on today and Agreed date is 5th March.

If yes then did you try giving this in Start Condition. See if that works
variables -> Agreed Date [ON] Today

OR

If the above doesn't work then try this

1. Create a custom Date field on the sc_task table.
2. Create a before insert business rule that sets the Date field to date with the Agreed date.

BR will run only when it's for your catalog item

current.request_item.cat_item.name == 'Your Item Name'

Script:

var ritm  = current.request_item.getRefRecord();
current.u_my_field = new GlideDateTime(ritm.variables.u_agreed_date).getDate;

3. In your SLA start condition add this My Field [ON] Today

If my response helped please mark it correct and close the thread so that it benefits future readers.