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.

[cfam1]

You won't be able to use "Personalize" list if you want to dot walk to the SLA table to get Duration.   If you are an admin, you can right click on the header of the related list and Customize List Layout - doing this method allows you to dot walk to the related table to add SLA.Duration field to the list view.   This would be a global change so all users would see the duration field in the list.

Hope this helps.

[girishtahalrama]

sorry, I did not mention that if I do not want to create a report based upon incident sla table and get the duration field but in the SLA tab should be visible. so, to your point, global change meaning, Is this possible to add duration field for our environment or that would be global change from ServiceNow.

[Chuck Tomasi]

Hi Girish,

You are not affecting any reports. You are simply configuring the default list layout for all users on that one related list (on the incident form) the same way someone defined the default form layout.

[cfam1]

Yes, so in the related list section, if you are an admin role, you should right click on the header and choose customize -> list layout

Then you can expand "SLA"   table fields and choose "duration" field and add it to the list view.     Then in the SLA tab, the duration field will be visible to all users with ITIL role.  

What I meant was you can not do this using personalize view, you can only do it as an admin which means it is available to everyone, not just one person.

Hope this helps to clarify.