Show SLA fields in Incident table

[scottstahr]

We would like to show the duration an SLA has been running on the Incident table.   We have two SLAs currently running on our incident table, a response SLA and a resolution SLA.   Is it possible to show the business duration from the task_sla table on the incident table so we could report on how long an SLA has been running for each incident.   We've investigated using a database view as a potential solution but since we have multiple SLAs for each incident we would get multiple rows in the report for each incident and it would be confusing to the user base.   Any ideas on how to get this accomplished?

[joseeduardo]

Hello Scott Starh! Correct me please what you want is to show the business duration of the SLA!? well For I know you can show the business time of an active SLA, after saving your incident! or submitting it and then opening it again! It will show you the SLA table(It is a related list), scroll down and you will find it at the bottom of the page in the incident, now click right on any columm and It will show you a context menu, click on configure layout, then in the list you see find business time left, etc whatever you want! then click 'add', after this you will see the business time left like a columm, now   you can see the remaining business time left also you can add more options like the business elapsed time etc....

For I know you cant see by default all the SLAs that you have! Just those that are in progress, or paused or achieved or cancelled so on, not the result of all the SLAs you have wich actually would be useless cause they are not actually workiing so their countin would be cero.

I hope you may find my answer helpful, thanks!

[scottstahr]

Thanks for the quick response Jose but the issue we're experiencing is related to reporting.   We'd like to run a report on the incident table but include those fields from the Task SLA table in the report.   We tried using the database views but since we can have multiple SLAs on an incident we're getting multiple rows in the report for each incident.   We're looking for two fields on the incident table like "Response Time" and "Resolution Time" that will display the current duration for each SLA respectively.

[geoffcox]

Jose rightly points out that the SLAs are on a related list, but I assume you knew this and discovered that it is difficult to report on the items in related lists.

You *could* add two duration fields to you incident table. You could then an SLA After Update rule to copy the SLA value to the parent incident's SLA value field. One difficulty with this is that the business rule would have to distinguish if it running on the Response SLA or the Resolution SLA. I don't think this information is on the SLA object unless you have included it in the title of the SLA somehow.

So for example, when the business rule fired, it could examine it's own name and perform a regex for "Response" or "Resolution", and then copy it's duration to the respective field on the Incident.

Another thing to be aware of is that the duration calculation on SLAs is kind of wonky. The system will go for a long time without updating the SLA calculation. But the closer it gets to breach, the more often it runs. You could end up doing lots of updates to the Incident Records as well as the SLA records. So be sure you don't send an email every time you update an incident or anything like that.

A better choice might be to develop your report starting on the SLA object, and then dot-walk to the Incident fields for the rest of your report.