Display SLA on service portal with the standard ticket configuration

Jonathan Rousse · ‎10-11-2023

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 · ‎10-11-2023

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

View solution in original post

Vaibhav127 · ‎10-11-2023

Hi Jonathan Rousse,

Check if there is a SLA record created for that task or not.

Jonathan Rousse · ‎10-11-2023

Hello Vaibhav127,

Yes, there is a record for this incident.
You can see that in my widget the table is not retrieved.
I've displayed data.table into the Html part and the table displayed is still the "incident" table when it should be the "task_sla" table.

I think the problem is that since the ticket configuration is defined in the incident table, my script doesn't work....

Vaibhav127 · ‎10-11-2023

You can directly use the table task_sla in the widget, instead of passing it as widget parameters, or try and use a different parameter name.

Jonathan Rousse · ‎10-11-2023

That's what I did originally but it doesn't work either ☹️