SLA Breached Reason Tab

[Blitz]

How to configure or make a script for this use case:

Given as an Incident Resolver,

- When I have an Incident that breaches the SLA, I will see a new tab name: "SLA Breached Reason" 

- This tab will contain a new, multi-line text field named: "SLA breached reason" 

- This tab has to be mandatory and available ONLY if the incident has breached the SLA

Assuming that the section is already developed having a name [sla_breachedreason]

also, for the multiline text field having a name of [u_string2]

Sample if "Has breached" field of related list of Incident is true either of the two task SLA "Resolution" or "Response" the section "SLA Breached Reason" must display after the "Resolution Information" section of the incident

Then I will be able to provide a reason for the SLA breached. 

[Dr Atul G- LNG]

Hi @Blitz 

Is the breach reason is same for all Incidents? I am sure No. Is your instance is smart to know the reason of Breach?

If Yes, then we can think how to populates the breach reason. 

[Dr Atul G- LNG]

Hi @Blitz 

You need to create the new Field which is considered as customization.

2 point, SN calculate  SLA based on calculation and system is not intelligent which can decide, why SLA has been breach.

If you create new field, you need manually update the reason of each SLA breach.

[Blitz · Accepted solution]

There is already a solution see in Solved: "SLA Reason Section" - ServiceNow Community