SLA is configured on Incident but agent works on incident tasks, how to track agents work on reports

Prathamesh Chav
Tera Contributor

‎01-29-2025 03:46 AM

Hi Team,

 

Here SLA is configured for incident and agent works on incident task which are related to incident ticket, issue is here now they want to track incident tasks in reports and in general.

how to achieve that?

 

Thanks,

Best Regards

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-29-2025 03:49 AM

Hi @Prathamesh Chav 

 

Generally, for incidents, the agent works on the Incident it self not on task. In your case, you need to build SLA/ old on task level to track.

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Sandeep Rajput
Tera Patron
Tera Patron

‎01-29-2025 03:50 AM

@Prathamesh Chav In this case you should have separate SLAs for incident task as well. This way you will be able to track incident and incident tasks in reports.

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AndersBGS
Tera Patron
Tera Patron

‎01-29-2025 11:31 AM

Hi @Prathamesh Chav ,

 

 what is it that they would like to track according to incident tasks? What is the business requirement?

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

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