Damien P Posted July 31, 2018 Share Posted July 31, 2018 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. Link to comment Share on other sites More sharing options...
Steven Boardman Posted July 31, 2018 Share Posted July 31, 2018 @Damien P One option to consider here is having a 14 day SLA (as it sounds like you have) This starts when the request is logged, but it is immediately put on hold - automatically using the Request > Update Request > Place on Hold option, and using the following options: On Hold Until: - Using the variable picker insert the date and time from the progressive capture question answer Reason: You could use something like - Await leave date Sub-Status: You could have a sub-status such as 'Awaiting Leave Date' - the Sub status is visible on the request list, can be used to create views, and charts to manage these types of requests. Once the on-hold until period arrives, the request will come off hold and the 14 days will kick in automatically for fulfilment Could this work for you? Steve Link to comment Share on other sites More sharing options...
Damien P Posted July 31, 2018 Author Share Posted July 31, 2018 Thanks Steve. I'll add this in and see how it works. Link to comment Share on other sites More sharing options...
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