How to show SLA (time left or percent) in My Work OoB search

[carlav]

Is there a way to show any SLA feature (either time left on SLA clock, maybe color the row, percent to breach, anything) in the out of box 'My Work' search?

[Mark Manders]

I think you will have to put some of that information on the record itself for it to show up when searching for 'my work', because there is no assigning done on a task_sla record.

But what's your use case? What requirement are you trying to fulfill? Why not use a single score graph to show records that are assigned to an agent and are running out of time? Why in the search? You are using the search, because you want to find something. This is not something you need to look for: those tickets should be right in your face, the moment you log in.

[carlav]

The team is driven to view My Work to prioritize and plan, and have been asking for a way to see from that view if ticket has SLA what timing/percent/something is left - this is where this question came from.

[Mark Manders · Accepted solution]

You could try making a list from the task_sla table, assuming every task has an SLA and create a condition of 'task.assigned_to is dynamic me', 'task.active=true' and don't forget to add some SLA logic in there, because one task can have multiple SLA records. You will be filtering from 'task' level, which would make adding a state condition tricky, but you do have the possibility of putting fields as 'has breached' and 'business_time_left' on the list, so they can order the list by that.

I still think the best way is to make a 'My Work' dashboard so you can show everything that is important and you are also sure everyone is looking at the same overview (including unassigned work).