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Method for using a user definable date as the starting point for a service level

Damien P

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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.

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@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?



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