Hi guys , i have a requirement that i need to pass value which come from decision table that values want to pass to SLA rule to configure Goal and Deadline at runtime.
Decision table returns value Response time (Hrs) and Resolution time (Hrs) now Based on values i need to configure the SLA . Any implementation Suggestions.
Thanks in Advance.
@SaiGanesh@2028
Before the assignment containing the SLA rule you have to add a data transform shape in the flow where on the first step keep the hours returned from the decision table in a param and in the next step add the param value to the CurrentDateTime using a function like @addCaldendar. Set this value in two separate DateTime properties each for goal and deadline. Then add those properties in the SLA rule. In the SLA rule set the value of the ‘Calculate service levels’ dropdown to ‘Set to the value of a property’, so that the properties can be entered.
@SaiGanesh@2028
I think you can configure the SLA based on the property set. Goal and Deadline properties can be calculated at run time and dynamically configured on the SLA rule.
@SohamM95 Hi here goal and deadline values comes from user input like (ex: if Ctd type is gold and difficulty type is easy and urgency’s type is high then goal and deadline values will returns like 4 and 8) like that based on customer types goal and deadline will assign to SLA by decision.
@RameshSangili hi , exactly but Goal and Deadline values will Comes from decision table…
@SaiGanesh@2028
Yes so whatever value is returned from the decision table, you have to add the hours to datatime format in a property and set it in the SLA rule.
@SaiGanesh@2028
The Goal and deadline will be cacluated dynamically based on your business requirements. For example: Gold card customer has 30 days of Goal and 45 days for deadline, now you use the data transform to calculate the GoalDate and Deadline based on the data from the decission table.