In one of our Change Management processes one of our users has queried whether the 5 day SLA we have can start ticking automatically 5 days before the required effective date?
For example we have Starter requests that are submitted early but the starter won't begin for a month or so later as stated in the effective date field. Can the process be set up to start the clock when there are 5 working days before the effective date?
This is possible but would require a bit of process design. You'd need a check at the start of your process (by way of a calculation-based condition) to see if the effective date is more than 5 days in the future and if so perform an automatic Stop Clock action. Then you would need a nightly scheduled action to start the clock on Changes that have the clock stopped and are now ready for the 5 day SLA to start.
Someone else may be able to elaborate on that but that is at least the short "Yes" answer!