how to view response time in incident list.

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padmaja9
Tera Contributor

‎09-29-2020 04:35 AM

Hi Team,

In incident list, we can able to access the response time and sla start fields related to task sla but the values are empty.

Is there any way to obtain their values from the respective tables and view them in incident list?

find_real_file.png

 

From the above screenshot we want the values of response time and other sla related fields in incident list. Help us in achieving the requirement.

Regards,

Padmaja.

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Ankur Bawiskar
Tera Patron
Tera Patron
In response to padmaja9

‎09-29-2020 11:26 PM

Hi Padmaja,

Since that is the custom field you created are you populating it via some BR script etc

Also it should be duration field and not date/time as you want difference of 2 date/time values

you can use this BR to populate that field

BR: After update

Condition: Assigned to changes && current.u_response_time == ''

Script:

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

var opened = new GlideDateTime(current.sys_created_on);
var now = new GlideDateTime();
var duration = GlideDateTime.subtract(opened, now);

current.<your_field> = duration;

})(current, previous);

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader

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Alberto Consonn
ServiceNow Employee
ServiceNow Employee

‎09-29-2020 04:43 AM

Hi padmaja,

please activate this system property mentioned in the procedure described at the official documentation below:

https://docs.servicenow.com/bundle/paris-platform-user-interface/page/use/using-lists-v3/task/config...

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

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Ankur Bawiskar
Tera Patron
Tera Patron

‎09-29-2020 04:44 AM

Hi,

Is it empty for all records?

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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padmaja9
Tera Contributor
In response to Ankur Bawiskar

‎09-29-2020 04:50 AM

Hi Ankur,

 

Yes. its value is null for all the records.

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