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SLA Based on Call Back Field

Question asked by jlhawley on May 2, 2018
Latest reply on May 8, 2018 by Lindsay_Estabrooks

We have a user requirement for tracking of Requests based on the need by date. What we would like to happen:

1. Help Desk (based on input) creates "software.certificates" Request (would only apply to one category)

2. Help Desk selects the Call Back field based on input

3. Call Back field provides SLA notice, with multiple-notification, 14 days prior to Call Back field date

4. Call Back field provides SLA warning, with multi-notification, 7 days prior to Call Back field date

5. Call Back field provides SLA violated with multiple-notification on Call Back date

 

Not sure if there is a way to call this information from the date backwards

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