There are times when an SLA for a service is not determined based on the time that the service request was submitted.

Example (New Employee):

A request for a new employee to be setup could be submitted weeks before the employee’s actual start date. If we have an SLA that requires the request to be completed within 72hr, then we are expected to complete this request weeks before the employee actually starts. In this scenario, we require that the request is completed 72hrs PRIOR to the employee’s start date. In this case, we would like to have the option to have a PARAMETER option for when the SLA triggered.