Hi Team, Need help on SLA Tab in the incident form.

[girishtahalrama]

Hello Team, Kindly assist on this query.

Any incident which I pick and navigate to SLA tab to check the SLAs - there are some fields on the form I can also select the gear button or "update personalize list" to select more fields to show in the SLA tab.

"Duration" field is missing from the gear option, How do I select duration to ensure I have this field and whenever user opens the ticket and navigate to SLA tab- They should be able to see the SLA duration defined against to that incident.

This duration field is also available when we set up the SLAs and apply the clock.

I am wanting to see duration field in the SLA tab- that's all- Please help if this is in scope of admin?

Thanks in advance,

Girish.

[Chuck Tomasi · Accepted solution]

Hi Girish,

I don't have a Duration field on my SLA form by default. Do me a favor and right-click on that field and select "Show <fieldname>" and paste the resulting information here.

I suspect someone dot-walked to it on the form, which is what you will have to do from a Configure> List Layout. Dot walking is not available from the Personalize List Columns (or Personalize List Layout , cog icon).

Dot-Walking - ServiceNow Wiki

[Mark Stanger]

The gear icon only allows you to use fields directly on the table in question ('task_sla' in this case).   That table is a many-to-many join of the task table and the SLA definition.   Also, the gear icon only makes changes visible to you, not all users so that's not what you want to do here.

The way to do this is to right-click the list header as an admin and select 'Configure -> List Layout'.   From there, you can dot-walk into the 'SLA definition' field and pull the duration field from there so that everybody can see it.

[Chuck Tomasi]

Step 1: Right click the list header and choose Configure> List Layout

Step 2: Select SLA Definition from the left and click the icon (in the middle)

Step 3: Select the duration field

Step 4: Move it to the right using the > icon in the middle

Step 5: Move it up or down to the desired position in the list.

Step 6: Click Save

[girishtahalrama]

I am totally impressed with the quick response to help! Thanks goes to all for assisting this.