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Posted: November 8, 2020
Last activity: November 11, 2020
SLA configuration with condition
Good afternoon, I would like to know if it is possible to configure an SLA to define that a case must be finalized by a certain time of the day it was created. example: The case was created on 08/11/20 12 hours and needs to be concluded by 6 pm of the same day.
***Edited by Moderator: Pooja to update platform capability tag***
Posted: 3 months ago
Hi,
Yes you can achieve that by defining your SLA with 0 days and providing the required values for hours, mins and secs.
Regards,
Suman
Posted: 3 months ago
Hi JosimarJ,
You can Configure Datetime properties in SLA. Just capture last assignment submitted time in one property and and No of Hours to that property.
SLAGoal/SLADeadline = @currentdatetime()+6 hrs using add time function
Hope this helps
Thanks,
Pooja
Hello,
Yes I think you could work with an OverallSLA. By just adding an pySLAName on your case.