SLA Breach time

[Anna L]

Trying to insert a field in incident notification:

1. SLA Due Date, which is essentially SLA breach time? How would I do it? Is it a dot walk or a mail script? Suggestions anyone?

Note - Currently ${sla_due} doesnt work, it shows UNKNOWN.

[Chuck Tomasi]

That's not what I wrote.

Try this.

SLA Due: ${planned_end_time}

[Anna L]

Still blank

[Chuck Tomasi]

Are you sure that particular record has a Breach Time associated with it?

Go to the task_sla table (or look at the SLA related list for that incident) and validate there is a value in that field. (see image below.)

[Anna L]

Thanks Chuck. I checked and it has breach time associated with it.

[Chuck Tomasi]

Can you show me the entire notification record? I feel I'm missing something simple.