1. The "Due Date" field on the Incident table is typically used to store the SLA Due Date. However, if it is blank, it is not necessarily an unexpected behavior. It is possible that the field is not being populated automatically by the system due to various reasons such as incorrect configurations or missing workflows. To populate the "Due Date" field automatically, you can create a business rule on the Incident table with the following criteria:

• Event: before
• Table: Incident
• Condition: current.due_date IS empty

And the following action:

• Action: current.due_date = current.sys_updated_on + ($ sla_response or $ sla_resolution)

This business rule checks if the "Due Date" field is empty and if so, calculates the SLA Due Date based on the Response or Resolution SLA time.

2. The "SLA Due" field on the Task table is populated as "UNKNOWN" because this field is not automatically populated by the system. It is typically used to store the SLA Due Date for tasks that are created from incidents, but it needs to be populated manually or through a custom workflow. To populate the "SLA Due" field automatically, you can create a business rule on the Task table with the following criteria:

• Event: before
• Table: Task
• Condition: current.sla_due IS empty

And the following action:

• Action: current.sla_due = current.sys_updated_on + (current.sla_response or current.sla_resolution)

This business rule checks if the "SLA Due" field is empty and if so, calculates the SLA Due Date based on the Response or Resolution SLA time.

By following these steps, you can ensure that the "Due Date" field on the Incident form and the "SLA Due" field on the Task form are populated with the SLA Due Date, which can help you better manage and track your service level agreements.

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Thanks

Ravi Gaurav

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