SLA is configured on Incident but agent works on incident tasks, how to track agents work on reports
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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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01-29-2025 03:49 AM
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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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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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?
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Anders
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