SLA Total Duration field in incident table

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SLA Total Duration field in incident table

L2 Linker

I can query successfully tickets that have an SLA > than X seconds.

 

What I'm having trouble with is displaying a field in the incident table. 

For example:  If i pull back tickets that have an SLA.TotalDuration > 2 days, I want to see the tickets and sort by the longest running SLA and see how much we went over by, but I can't do that because when i add the SLA field I don't see a way to display the total duration only this:

JoshBoyd_0-1672172248049.png


This shows when the SLA is due and how much time is remaining, but not the total duration.

 

I want something that looks like this on the incident table:

JoshBoyd_1-1672172316199.png


I think the difference is my Time to Assignment SLA doesn't have a due date so it shows the total duration by default.

Any advice is appreciated - 

Thanks!

1 ACCEPTED SOLUTION

Accepted Solutions

L4 Transporter

Hi @JoshBoyd, while configuring the field if you set a threshold the field is considered as a timer field, this is a count-up timer. If you do not set a threshold it is considered as an SLA field which is count-down timer. 

 

For your specific use you will need to create custom widget with a script. Refer - https://docs-cortex.paloaltonetworks.com/r/Cortex-XSOAR/6.10/Cortex-XSOAR-Administrator-Guide/Create...

 

 

View solution in original post

1 REPLY 1

L4 Transporter

Hi @JoshBoyd, while configuring the field if you set a threshold the field is considered as a timer field, this is a count-up timer. If you do not set a threshold it is considered as an SLA field which is count-down timer. 

 

For your specific use you will need to create custom widget with a script. Refer - https://docs-cortex.paloaltonetworks.com/r/Cortex-XSOAR/6.10/Cortex-XSOAR-Administrator-Guide/Create...

 

 

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