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pramn
Kilo Sage

2 hours ago

we don’t have SLA for INC task. In those scenarios ,how to calculate the INC SLA’s. Can you please suggest solution of this solution

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Mohammed8
Mega Sage

2 hours ago

Hi @pramn 

Maybe I'm misinterpreting your question, 

As Incident Tasks do not have SLAs OOTB , you can create a separate SLA Definition targeting the incident_task table, with your own start/stop conditions, Example:

 

Mohammed8_0-1765616247644.png

 

or you don't want to use above then you need to go for customization by copying the parent Incident SLA values to the Incident Task using a Business Rule or Flow Designer and then  calculate remaining time on the task using the parent Incident SLA

 

Thanks and Regards,

Mohammed Zakir

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