SLA Breached

[prabh]

Hi All,

I have got the below requirement :

Create a custom field - "Breach Reason" in Incident table which should be mandatory while resolving a breached incident.

Please help.

Thanks & Regards,

Preety

[sgrison · Accepted solution]

I am assuming you only have 1 SLA per incident.

Do you currently have a field to flag an incident table if it is breached?   If not you can use the OOB esclation field which has the values (Normal, Moderate, High and Overdue).   This field can be updated via your SLA workflow for each interval.   For example when the workflow hits 50% you can put a run script in your workflow to update the escaltion field to 'Moderate'.   The run script would look like this:

var id = current.task.sys_id;

var tsk = new GlideRecord('incident');

tsk.addQuery("sys_id", id);

tsk.query();

if (tsk.next()){

tsk.escalation = '1';

tsk.update();

}

Once this is in place then you can simply create a UI Policy to show and make mandatory the breach reason field when then escalation field is OVERDUE.

[prabh]

Hi Sean,

Many Thanks for the solution !!

It works like magic

Thanks & regards,

Preety Arora.

[Subhajit1]

Hello Preety,

From what i understand about your Requirement here, you will need a New Dropdown Field on your Incident table.

Now the choices that you will put in the Dropdown are very Important. For this you will need to discuss with the Support teams about the General Reasons that they think of why a Incident Breaches (You will get a Hell lot of Reasons here), filter them down to a Business Perspective and add them as choices on your New Field.

Let me know if you have any queries.

Thanks,

Subhajit

[prabh]

Hi Subhajit,

Yes I created a dropdown field named "Breach Reason" .

But I was not aware how to know that a incident is breached and how to use it in scripting.

Sean has explained it very nice and now its working fine.

Many Thanks !!

Regards,

Preety Arora.