Adding Reference Column to SLA Task Table

Jake Golden
Tera Expert

‎08-23-2022 07:43 AM

Hello,

 

I am trying to capture duration an incident spends in each assignment group, and assigned to. I have an SLA that is capturing these time periods. But I am struggling to create a new column in the SLA Table that would bring in the Assigned to value. I have tried creating a reference column with no success. Is this possible?

 

Or any other rabbit holes I can jump down in capturing the above information on a report?

 

thanks,

Jake

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SP22
Mega Sage
Mega Sage

‎08-23-2022 07:49 AM

Hi,

For SLA details you need to use "incident_sla" table, where you can find all the details about SLA for reporting purpose.

Mahendra RC
Mega Sage

‎09-01-2022 08:03 AM

Hello Jake,

I  would suggest not to use task_sla and incident_sla for this requirement because adding the field on the task_sla or incident_sla will not help you much. I believe you should use the Metric definition and Metric instance and you will be able to implement your requirement in a better way.

Please mark my respsone as helpful/correct, if it answer your question.

Thanks

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