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Resolved! Parent/Child Incident Reporting

I've been trying to locate any best practices around Incident reporting when it comes to parent/child incident relationships. I'm wondering if you all have any information on best practices when reporting against incidents: should reports include chi...

cmheller by Tera Contributor
  • 574 Views
  • 1 replies
  • 0 helpfuls

SLA graph for Incident

Is there any way to include incidents only once in SLA graph either in breached or achieved irrespective of SLA definitions attached to the Incident.Example : I have a incident which has 4 SLA's attached to it, in the 3 are nor breached and 1 SLA is ...

JeevithaD by Tera Contributor
  • 369 Views
  • 3 replies
  • 0 helpfuls

SLA

I am creating an SLA in which when the incident is placed on hold, and the assignment group is one of four groups in the incident management queue, the SLA should pause and should resume when the incident is move to in progress again.Furthermore, whe...

User492015 by Tera Contributor
  • 400 Views
  • 5 replies
  • 0 helpfuls

Fields on Forms view changed post Clone down

We did a clone down from our production instance to our test instance last weekend, an operation we do about every 6 months or so.Our test instance is scheduled to upgrade to Washington, DC release next weekend. Post clone, in Test, several fields on...

terrieb_0-1716993816328.png terrieb_1-1716993952862.png
terrieb by Tera Guru
  • 217 Views
  • 1 replies
  • 0 helpfuls

Resolved! Non real-time Vendor SLA

We have a vendor that doesn't update tickets in real time, we get a daily summary of which ones they fixed and when. I'm trying to set up an SLA for them but struggling to work out how to deal with the non real-time nature.I can easily set up an SLA ...