Custom vs OOTB field to use on Demand to populate Breach time

[PaulaaO]

Hi Community,

We have some SLAs attached to Demand records and the requirement is that Breach time should be displayed on the Demand form.

We have been looking at OOTB fields we could potentially use before taking the route of creating a custom field. Noticed that both Due Dates (requested_by & due_date) seem to influence eacho ther so they don't seem like a good idea to use for this scenario.

Also found Follow up field and Activity Due fields; the latter from other posts doesn't seem to be recommended as it's linked to high priority incidents so that leaves Follow up.

Follow up doesn't seem to have any technical implications and various Community posts reflect various use cases for this field - would you say it would be a good option to use this field and rename the label for clarity just for Demand form or would you suggest a custom field instead?

Thank you 🙂

Paula

[Ankur Bawiskar]

@PaulaaO 

not sure how the OOTB field on Demand will help you show Breach time as that data is present on task_sla table

If your requirement is to show Breach time on Demand Form then you will have to use a custom field on Demand and populate it based on task_sla record

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[PaulaaO]

Thank you @Ankur Bawiskar  you are right, I was not clear enough in my post. The idea of potentially using the OOTB field was to force the value via a BR and update it with the Task SLA breach time. From other posts incl. your advice it does sound the most sensible option is to go with a custom field. Thanks again 🙂

[Ankur Bawiskar]

@PaulaaO 

Yes without custom field on Demand Form you can't show Breach time from task_sla record

this link should help you

Populate the SLA breach time on incident 

If you just want to show this for reporting then you can join demand and task_sla table using database view and show that to your users on dashboard

see this link for help

How can a user add the "Has Breached" column onto the incident table for reporting? 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏