Can a user definable date captured through a progressive capture be used as the trigger for a resolution SLA? As part of a leaver process, our HR department will inform us of forthcoming departures and their departure dates. We would like the departure date to be day which triggers the start of a 14 day SLA to process the leaver and close out all of the leaver tasks. At present we have 2 choices - the SLA starts when the request is logged and put on hold until the employee departure date/time. Or we don't use an SLA and we manually check to see upcoming departure dates which is time-consuming given the number of leavers to be processed.
Either way there is a manual intervention involved and given the high number of requests processed every month can take some time to manage.