Create custom SLA columns in the Incidents list for SLA resolution and SLA response

[Edgar-d]

Hello,

I have a business need which consists of adding two new columns to the list of incidents. They want to have a field called SLA Resolution Breached which depends on the value of the SLA Resolution has_breached field in the HR case and the same goes for the SLA Response Breached field.

Any guidance would be greatly appreciated

Thank you!

[Tony Chatfield1]

Hi, potentially a task could have multiple task_sla records for any 'target' IE response, so you would need to decide how to mange this scenario. And apart from this, the solution is probably a simple after BR running on task_sla table; when a task_sla record is updated and your conditions are met, lookup the related task and update your field.

[Dr Atul G- LNG]

Seems confusing for me @Edgar-d 

What value you want to show in instead of Breach true / false. 

 They want to have a field called SLA Resolution Breached which depends on the value of the SLA Resolution has_breached field in the HR case and the same goes for the SLA Response Breached field.

What you want to show in SLA Res Breach.. it is already showing True or false.

Please elaborate more , please.

[Edgar-d]

Hi @Dr Atul G- LNG,

I'll give you some context. In the incident list, there is the SLA Breached field. This field becomes true as soon as one of the has_breached SLA fields becomes true. Otherwise, it's false. In our scenario, it is set to true because the has_breached field of the SLA response is set to True.

The business wants the boolean value of the SLA Breached field to be updated only when the has_breached field of the SLA resolution becomes true.

They also want to keep both SLAs (Response and Resolution).

For a short term solution, I just want to find a way to make the SLA Breached field dependent on the SLA Resolution field. When the SLA resolution is breached (has_breached = true), the SLA breached value in the HR case list will be set to True. Otherwise, it'll stay set to false

For a long term solution, my idea is to do something custom that allows me to retrieve the boolean value of  has_breached from both SLAs and place it in the SLA Breached Response and SLA  Breached Resolution fields respectively.

[Dr Atul G- LNG]

Hi @Edgar-d 

I'll give you some context. In the incident list, there is the SLA Breached field. This field becomes true as soon as one of the has_breached SLA fields becomes true. Otherwise, it's false. In our scenario, it is set to true because the has_breached field of the SLA response is set to True.

Atul: I did not find SLA Breach field on incident table OOTB. Is it something you created or custom?

The business wants the boolean value of the SLA Breached field to be updated only when the has_breached field of the SLA resolution becomes true.

ATul: What value SLA Breached field contains?