Hi,
I have a requirement for a SLA to resolve by '2 days from Case Assignment to a Queue'.
Unfortunately, this action is not available OOB from the 'Applicable From' drop down.
Is there a way to configure this OOB that I am missing?
Perhaps, you could leverage a flow that could override a standard SLA and update the SLA items upon 'when a record is updated to X queue'.
Thanks in advance.
Hi Rebel,
Yes, there is a way around to map the solution by creating custom datetime field and use it as "Applicable From".
1. Create a custom datetime field e.g. "Queued Date" in Case entity (also add in the form if needed).
2. Publish the solution (customization)
2. Create a workflow which populates the custom field upon creation of Queue Item.
3. Create SLA record by choosing the Custom Field in Applicable From option. (Custom datetime field should be listed in "Applicable From")
4. Configure SLA items "First Response By KPI" & "Resolve By KPI. (as needed)
5. Activate SLA
Sample SLA Setup snapshot:
Workflow snapshot:
Hopefully the steps mentioned above will help you to map business requirements.
Thanks,
Adnan
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