display SLA timer in csm case list view

[david631]

I have some users who would like to see the remaining SLA time when viewing a queue or list of unassigned cases in the agent UI. San Diego added an SLA timer: https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/product/service-level-m...; however, it's unclear how to make this timer appear in the list view of the sn_customerservice_case table. Does anyone have suggestions?

[Musab Rasheed]

Hello @david63 ,

I'm not sure you can incorporate SLA timer but as of now you can use SLA due field which serves the same purpose. Please see screenshot below, Mark my answer as correct if that helps.

[david631]

SLA Due is a legacy field, and it doesn't work. All values are "UNKNOWN" in my instance. The field was deprecated when ServiceNow enabled multiple SLA's to be attached on the same Task record: Legacy SLA fields (servicenow.com). There is equivalent data on the task_sla table, so I will check and see if my users are able to work from that table, using appropriate filters.

[Musab Rasheed]

Hello David,

I suggest you create database view of task_sla and case table and add that as dashboard for management, that will serve the purpose. Mark my answer as correct if that helps.

Regards

[david631]

Why do you paste "Mark my answer as correct if that helps" at the end of every post? Are you getting paid based on the number of "Helpful" marks you receive? Either way, I'm going to assume you do not realize how irritating it is. It's irritating because you appear to assume that I am an idiot who doesn't understand how the "Helpful" icon works in these forums. Or perhaps you believe I am simply too lazy to come back and mark your post "Helpful". Either way, you come across as offensive, and I am annoyed by it. I recommend you stop ordering people to mark your answers helpful.