Show case SLA timer on related incident

[SrdanMatijevic]

Hi,

The use case is as follows:

• When a customer raises a case, an SLA clock starts
• If Tier 1 agents cannot resolve a case, they raise an incident that is then worked on by Tier 2
• For Tier 2 agents to understand what the situation with the SLA clock from the case is, we would like to show Tier 2 this information on the incident itself

We use CSM Configurable Workspace for Tier 1 and Service Operations Workspace for Tier 2.

The options that we could think of are:

1. Copy SLA tasks on the related incident with start time. The downside of this approach is that it is a different SLA clock and state changes on the incident will pause it. Our incident and case state updates tables are not tightly bound so the SLA clocks will not be in sync.
2. Show CSM Configurable Workspace SLA clock component on the Incident. We would need to copy and adjust the component to reference the originating case, of course.

Any other suggestions? Has anyone implemented any of the options above?

[Mark Manders]

Why not just show the (expected) breach time of the case as a read only field on the incident? If you use a before or display BR like below (adjust your fields/relation case/incident), it should just show the time you have on the incident to resolve the case.

(function executeRule(current, previous /*null when async*/) {

    var caseSLA = new GlideRecord('task_sla');

    caseSLA.addQuery('task', current.case);

    caseSLA.query();

    if (caseSLA.next()) {

        current.u_case_sla_breach_on = caseSLA.planned_end_time;

    }

})(current, previous);

[SrdanMatijevic]

Thanks for the suggestion. Since we have multiple SLAs on the case (first response, communication, resolution), we decided to:

• Add a reference field from the task SLA to the Incident table
• When an SLA is attached against a case that has an incident, set the above reference to the incident
• Add a related list to the UI
• Optional: create a widget and place it in the ribbon what will show all SLAs from the case