due date calculation for incidents

[it_ninja13]

Hello everyone

this is my first post in this community so take it easy with me 🙂 

i m trying to modify the email templates for servicenow and i m trying to add due date in the email for incidents

it seems that the field due_Date doesnt work as it returns nothing 

is there a way to make it calculate due date based on opened_at + SLA per priority ? maybe there is another filed i m missing 

thank you 

[Allen Andreas]

Hello,

The due_date field does work, it just isn't populated with anything OOB.

You could create a business rule on the task_sla table to populate that due_date field with the breach_time from the associated task_sla record, but you'd have to decipher which SLA you are talking about...as there could be many, but usually there's a response SLA and resolution SLA.

So once you know which SLA definition you are focusing on for this due_date, you can then proceed with creating the business rule (insert & update) on the task_sla table to then gliderecord query to the associated task (i.e. incident) and then update the due_date field by simply copying the breach time field from the task_sla record.

I'm unsure how skillful you are in that realm, as you merely said this is your first post not (hey, I'm brand new to SN and don't know development), so I'll leave it here for now until you state if you need more assistance or not. You also posted this oddly...in the Knowledge Conference section of the forums?

Please mark reply as Helpful/Correct, if applicable. Thanks!

[it_ninja13]

Hi Allen,

thank you very much for the advice on the due_Date and also on the recommendation on the correct usage of the forum 🙂
i will give it a go in the next couple of days and let you know how it goes 

thank you

[Allen Andreas]

Hi @it_ninja13 

It's been over a year at this point, let me know if my reply above helped guide you correctly. Please mark as Helpful & Correct.

Thanks!

[Allen Andreas]

Hello @it_ninja13 ,

I just wanted to check-in on this.

If my reply above helped guide you correctly, please mark that reply as Helpful & Correct.

Thank you!