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SLA reference Date based on Start date

Hi All,

We have come across a requirement where Client is requesting for an SLA creation based on the start date of Service Request.

Is it achievable through Configuration.

Scenario :

Service Request created on 10/10/2014 at 9:00 AM

Service Level Agreement based on client calendar :

Calendar : 8:00 AM to 7 : 00 PM , 5 days weekly

SLA to be based on priority:

First Response Date/Time : 2 Hours after service request created

To be Completed Date/Time : 8 Hours after service request created

Date Profile created :

Date Type : SR Created

Date rule : Todays Date and Time

Date type : First Response

Date Rule : First Response - Based on SR Created add Duration

(XML rule is as follows

     <VarTimeExp name="RESULT" position='F'/>

     <MoveTimeExp direction="+">

       <VarTimeExp name="SR created" position='F'/>

       <VarDuraExp name="SRV_RF_DURA" />

     </MoveTimeExp>

  )

But here every time the First response created it calculates based on Todays Date and Time. It does not calculate First response based on SR Created.

Kindly provide which date rule to be used to get the SR created date and time. Because everytime the Priority is changed, again the Service request gets the new First response based on SR Created Date rule which is Todays Date and time.

Many Thanks

Regards,

Shakeel

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1 Answer

  • Best Answer
    Dec 23, 2014 at 12:57 AM

    Hi Shakeel,

    I would recommend to add one more date type which should store the today's date and time and should have a check box date date only once on.

    Use this date type in Date rules for further calculation.This should be easy.

    Other option with code is Date rule itself we can include FM which should have logic to check the creation date and time of service request if it exixts else consider the today's date and time for calculation.

    Thanks

    Ajay

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