SLA Indicator on Case Table

EthanJacocks
Tera Contributor

‎08-09-2023 08:03 AM

I am trying to put an SLA indicator for the Case Table and just wanted advice on how to accomplish this. I'm having trouble with what the Value should be as I don't know much Javascript. What should I put as the value to grab the SLA percentage to indicate how far along the case is in the case table?

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Tony Chatfield1
Kilo Patron

‎08-09-2023 02:23 PM

Hi, unfortunately your requirements are not clear from your post.
What exactly do you mean by 'put an SLA indicator for the Case Table'?

Task has a 1 to many relationship with task_sla, so any task may have multiple active SLA's meaning there would be no single value that could be mapped directly to a field on your task\case record.
Can you clarify your requirements?

 

Also, OOB SLA percentages are not all continually updated in real-time and adding a specify SLA percentage field to task record and ensuring it was up to date whenever the record was viewed from list view could result in considerable platform overhead.

When are SLAs calculated? - Support and Troubleshooting (servicenow.com)

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