SLA Breached List View
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‎04-30-2017 09:07 AM

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‎04-30-2017 04:46 PM
Hi Kiran,
you need to do some customization to add the SLA breach status to task list view.
First i just want to know why do you want to add SLA breach stage into the list view. if i am not wrong one tickets will be attach with multiple sla (if your system generate only one sla then you need to add custom field on your task table and then you can write a business rule on your task_sla table to whenever stage value update it will copy it to the task table field).
if your system will generate multiple sla on the tas then how will you identify which SLA stage is that.
by the way there is another way to see what is the sla status on your ticket.
go to the service desk>> SLA >> My works. this OOTB module service now has provided to see the sla of your work.
Using the Service Desk - ServiceNow Wiki
another OOTB functionality servicenow has provided to identify or see which ticket has breached.
when you click on gear icon> you will see the check box "Modern cell coloring" . according to the SLA status it will show the color on list view.
Hope it will help you.
Thanks,
Harshvardhan
I hope this helps.Please mark correct/helpful based on impact
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‎04-30-2017 08:05 PM
Hi Thank you so much for you response
We are just starting with SLA/OLA and for now we are only doing ola at the task level not the RITM,.... so user wanted to instead of going to a different area the want to be able to see all there task in the list view and see which ones have breached... does this make since
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‎05-01-2017 02:58 PM
Kiran, Given what you've already shared with us, I'd say you best bet is a database view. There's a great example in the wiki. http://wiki.servicenow.com/index.php?title=Database_Views#gsc.tab=0 Once you've got the database view working you'll want to replace your list with the database view. You won't actually do anything with the list other than inactivate it... you'll have to create a new menu item that points to the database view. The menu items in the left menu are referred to as application modules....here's a quick article that can guide you through creating a new application module. http://wiki.servicenow.com/index.php?title=Administering_Application_Menus_and_Modules. I hope this helps... follow the instructions closely on the database view... Please credit my response with either solved or helpful. Thanks, Mike