Need the Response and Resolution SLA timeline

nameisnani
Mega Sage

3 weeks ago

Hi Team 

 

can anyone please help me on this - 

 

we Need the Response and Resolution SLA timeline data 

 

from i can find this please provide me steps , i have to extract that data . 

 

from which table i can find this data .

 

Thanks

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VaishnaviK43271
Tera Contributor

3 weeks ago

1. task_sla

  • Main SLA record

  • Start time, end time, breach, duration, stage

  • Use this table for reports and exports

Steps to get the data:

  • Go to All → Service Level Management → SLA → Task SLAs

  • Filter by:

     
    task = <your incident/change/etc>

  • Export the list (Right-click header → Export → Excel/CSV)

2. task_sla_history

  • SLA timeline events

  • Pause, resume, start, stop history

Steps:

  • Open any task_sla record

  • Scroll to the related list

  • Open SLA History (task_sla_history)

  • Export if needed

If You Want to Extract the Data for Reporting

Step-by-step

  1. Go to Reports → Create New

  2. Table = task_sla

  3. Add conditions like:

     
    SLA = Response OR SLA = Resolution

  4. Add columns:

    • Task

    • SLA

    • Stage

    • Start time

    • End time

    • Actual duration

    • Business duration

    • Breached (true/false)

 

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for.

Thank You

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