SLA reference Date based on Start date
We have come across a requirement where Client is requesting for an SLA creation based on the start date of Service Request.
Is it achievable through Configuration.
Service Request created on 10/10/2014 at 9:00 AM
Service Level Agreement based on client calendar :
Calendar : 8:00 AM to 7 : 00 PM , 5 days weekly
SLA to be based on priority:
First Response Date/Time : 2 Hours after service request created
To be Completed Date/Time : 8 Hours after service request created
Date Profile created :
Date Type : SR Created
Date rule : Todays Date and Time
Date type : First Response
Date Rule : First Response - Based on SR Created add Duration
(XML rule is as follows
<VarTimeExp name="RESULT" position='F'/>
<VarTimeExp name="SR created" position='F'/>
<VarDuraExp name="SRV_RF_DURA" />
But here every time the First response created it calculates based on Todays Date and Time. It does not calculate First response based on SR Created.
Kindly provide which date rule to be used to get the SR created date and time. Because everytime the Priority is changed, again the Service request gets the new First response based on SR Created Date rule which is Todays Date and time.