Updating custom field SLA breach date in Incident form, as Priority changes

Deb12
Kilo Contributor

‎04-01-2022 12:22 PM

Hi,
I have a requirement to display 'SLA Breach Date' (resolution date) in Incident form.
The purpose is to find out the time when this Incident is expected to be resolved i.e. the resolution deadline for a particular incident. Sometimes people don't scroll all the way down, so it was suggested to have it placed on top. find_real_file.png

I added a timestamp field 'SLA Breach Date' in Incident. I wrote a business rule using the Task_sla table, where 'SLA planned end time' is passed to this field. This works fine.find_real_file.pngfind_real_file.png

The problem comes when the Priority of the ticket is changed. Say the Priority is changed from P 1 to P 3, the Resolution time for P1 (3 hours) is now changed to P3 (27 hours). The SLA Breach Date is not changing, it still holds the old value. How do I resolve this?

Can anyone please suggest, how do I get the latest Resolution date/time in the custom field (SLA Breach Date) in Incident form.

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4 REPLIES 4

Filipe Cruz
Kilo Sage
Kilo Sage

‎04-02-2022 08:16 AM

Hello Deb, When the priority changes, what is happening to your current sla? Being cancelled? A new one is created?
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Deb12
Kilo Contributor
In response to Filipe Cruz

‎04-05-2022 08:00 AM

When Priority changes i.e. old SLA(P1) is cancelled and new SLA(P3) starts. The settings for SLA is well set. My problem is the custom field 'SLA Breach Date' is not taking the new SLA. It holds the old value. How do I take the latest SLA resolution value?

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Filipe Cruz
Kilo Sage
Kilo Sage
In response to Deb12

‎04-05-2022 08:50 AM

Hello Deb,

You can create a business rule on the task_sla : when the record is created and is related with an incident, update the SLA breach date in the incident. 

This way you will have that field always updated!

Can this be a solution for you?


Please mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

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Deb12
Kilo Contributor
In response to Filipe Cruz

‎04-07-2022 12:46 AM

Yes Filipe, you are right. I already have a BR on task_sla that captures the Resolution Date and moves the value to a custom field (SLA Breach date) in Incident form. I have the screen shot of the BR in my post above.

The problem comes when the Incident priority is changed, Resolution Date also changes but I am not able to get this latest Resolution date in my custom field.

Can you suggest how to capture the latest Resolution.

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