Display SLA on service portal with the standard ticket configuration

[Jonathan Rousse]

Hello all,

I want to display severals fields concerning the SLA (business_duration, business time left, start time, stop time) of an incident on employee center portal when displaying an incident with the standard ticket configuration module.

I have created a new tab "SLA" and try with a  custom tab configuration. 

I've tried to create a widget but I don't seem to be able to change the table to display the "task_sla" table. (the log doesn't work into this widget, I don't know why).

Thanks for your help !

[Uday Soni05 · Accepted solution]

Hi Jonathan,
You are using options.table and option.sys_id in this widget it is always going to return table as incident and sys_id as incident record sys_id so try to give different name while passing the parameters like incident_sysId

You can also use the widget without passing the parameters as while query you can use 'task_sla' table and by using using options.sys_id you will get incident's sysid

And

Use grSLA.getValue('business_duration') instead of grSLA.businessDuration it retrieves the field properly

TAb Configuration:

 Server Script:

 SLA Tab on Incident Record:

 

Hit Helpful if it helps you

Regards,

Uday

[Jonathan Rousse]

Thanks a lot Uday ! 

I've used getDisplayValue() rather than getValue() and it works as I expect! 

[NimalK]

Hi @Jonathan Rousse / @Uday Soni05 ,

Can you provide the exact widget script and tab config that you used, I'm having the same scenario and used the above script, but the widget is not getting displayed in the tab.

Regards,

Nimal

[NimalK]

Hi @Uday Soni05 @Jonathan Rousse ,

I have the same scenario, can you please provide the exact HTML and server script that you used? Because the tab is blank with the above script.

Regards,

Nimal

[NimalK]

Hi Jonathan/Uday,

Can you please share the exact HTML and server script that you used in the widget? I have the same scenario and when I used the above script nothing is being displayed in the tab.