SLA Definition for sc_req_item table

[Alon Grod]

Hi,

I want to create sla definition for sc_req_item table which will be similar to Resolve time sla for incident. (Pause condition will be when state is pending. The question is, where the value of the resolve time will be save? In the incident table the value is store in a field called 'Resolve time'. How can I know or decide in which field the value of the sla will be store? (the value of how much time it took the requested to be completed)?

[AndersBGS]

Hi @Alon Grod ,

no, the redoble time is not tied together with the resolve time, as the resolve time is “just” opened to resolved as far as I recall. 

if you want to create a report to show the sla of make some calculation based on the sla, you should utilize the table task_sla. This table can give you the actual duration and business duration based on the SLA configured.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[AndersBGS]

Hi @Alon Grod 

if my answer has helped with your question, please mark my answer as accepted solution.

Best regards

Anders

[Dr Atul G- LNG]

Hi @Alon Grod 

I agree with @AndersBGS , the best practice is to create SLA on SC Task table. we have closed field on Item but not the resolved.