I've created a Breach Reason field to help track why we missed hitting SLAs. I would like to only show this field and make it mandatory when the ticket has been breached, but I have not been able to figure out how to do so.
The field has been created in the INCIDENT table so it can show up on the incident form, but the SLA information I want is in the TASK_SLA table.
I appreciate your consideration and any help you might be able to offer in this regard.
Thank you,
Michael Snow
