SLA Information on incident_metric Table (Live duration details)

[MohammedAsK]

Hello,

The requirement is to bring the SLA information (duration, business_duration, has_breached) to incident_metric table.

I have created two Definition (metric_definition) to get the SLA Response and Resolution details when the Priority changes.

But the user requires that the duration in incident_metric must be up to date.

I don't want to create a Schedule Job that runs every 5 minutes for thousands of incidents to update the incident_metric.

How to develop this ?

[MohammedAsK]

Was able to solve this by creating a database view.

Just have to join the incident_metric table with sla  (task_sla) table on the incident.