Due Date and Planned End Date of SLA

[Ranjit Singh Ra]

Hello Experts,

I have a simple requirement in which I have to populate the SLA Due Date on the incident form.

Observations and Questions:
1) There is an OOB field called "Due Date" on the Incident table, but it is blank. (I already have Response and Resolution SLA defined for Incident table). Is this an expected behaviour that the Due Date is empty?

2) There is an OOB field called "SLA Due" on the task table. However it is populated as "UNKNOWN" for all the incident records. Is this an expected behaviour?

I simply want the SLA due date to be populated in the "Due Date" field of the incident form. How to achieve this?

Thank you

[Ravi Gaurav]

1. The "Due Date" field on the Incident table is typically used to store the SLA Due Date. However, if it is blank, it is not necessarily an unexpected behavior. It is possible that the field is not being populated automatically by the system due to various reasons such as incorrect configurations or missing workflows. To populate the "Due Date" field automatically, you can create a business rule on the Incident table with the following criteria:

• Event: before
• Table: Incident
• Condition: current.due_date IS empty

And the following action:

• Action: current.due_date = current.sys_updated_on + ($ sla_response or $ sla_resolution)

This business rule checks if the "Due Date" field is empty and if so, calculates the SLA Due Date based on the Response or Resolution SLA time.

2. The "SLA Due" field on the Task table is populated as "UNKNOWN" because this field is not automatically populated by the system. It is typically used to store the SLA Due Date for tasks that are created from incidents, but it needs to be populated manually or through a custom workflow. To populate the "SLA Due" field automatically, you can create a business rule on the Task table with the following criteria:

• Event: before
• Table: Task
• Condition: current.sla_due IS empty

And the following action:

• Action: current.sla_due = current.sys_updated_on + (current.sla_response or current.sla_resolution)

This business rule checks if the "SLA Due" field is empty and if so, calculates the SLA Due Date based on the Response or Resolution SLA time.

By following these steps, you can ensure that the "Due Date" field on the Incident form and the "SLA Due" field on the Task form are populated with the SLA Due Date, which can help you better manage and track your service level agreements.

Mark Helpful if it really helped you.

Thanks

Ravi Gaurav

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[Ranjit Singh Ra]

Thanks @Ravi Gaurav 

For the the #1 response "It is possible that the field is not being populated automatically by the system due to various reasons such as incorrect configurations or missing workflows." 
This is a fresh new instance with no configurations/customisations made before. This is the first time I am working on the SLA. 
Any thoughts why the "Due Date" field did not populated automatically? Is this concerning that I shoulsd get to Servicenow Support and ask them why this isn't working like it should be?

In the script section, you mentioned 

• Action: current.due_date = current.sys_updated_on + ($ sla_response or $ sla_resolution)

What does the $sla_response or $sla_resolution refers to? There is no OOB field for this in task table or Incident table.

Thank you!

[Ranjit Singh Ra · Accepted solution]

I ended up doing a Business rule on the task_sla table. It is a Before Insert and Update BR, and I am doing glide record to Incident table to get the Incident record.

On the task_sla record, there is a field called "Breach Time", this is nothing but the planned end time. And I am populating this field's data in the Due Date field.

The Due Date field is empty by default (I compared with my personal instance and few more Customer instances)

Thank you