Incident SLA vs Task SLA
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‎07-13-2016 04:11 AM
Hi to All,
I would like to understand main difference between Incident SLA and Task SLA conditions on Reporting. What kind of reports Incident SLA will show me and what kind of reports Task SLA will show me?
Thanks,
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Performance Analytics
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‎07-13-2016 04:35 AM
Hi Ulvi,
Incident SLA will show the SLA which has been attached to the incidents.
Task SLA will show the SLA which has been attached to task of that request.
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‎07-13-2016 04:47 AM
Ulvi,
SLA is a metric that shows the amount of time spent to achieve a query,
The Task SLA [task_sla] table stores each of the individual SLAs attached to particular tasks whereas incident SLA table stores each of the individual SLAs attached to particular incidents.
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‎11-25-2016 02:10 AM
Incident SLA is a Database View that joins Task SLA to Incident.
This means that when viewing or reporting on the Incident SLA view you can get information about the parent Incident too (such as Caller ID or Business Service).
