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    Mathan Gurusamy
    Add a extra field like response time, resolution time,...
    Topic posted December 8, 2017 by Mathan GurusamyRed Ribbon: 250+ Points 
    98 Views, 4 Comments
    Add a extra field like response time, resolution time, holiday in response requirements into SLA

    Hi All,

    I am new to OSc. In SLA I need to add a extra field into Response Requirements.

    Kindle refer the attached screen shot for more information.

    Please do the needful.


    Thanks in advance.





    • Danette Beal


      I moved this one over to the Agent Desktop Forum for better visibility.


      Danette, Community Manager

    • Gursimran Singh Saini

      Hey Mathan,

      You cannot add extra field under Response Requirements.

      Only solution is to create a Custom Object which mimics SLA-like functionality. But that's a lot of effort.

      Could you please let us know why you need extra fields here? We might be able to offer a better solution :)

    • Suresh Thirukoti

      If its date based fields and custom logic or calculation then you can create Custom Date/Time fields of Incident type in case of Ticket level or Contact Date/Time fields in case of Contact level and then do manual calculations....

      We have implemented  a solution related to FCR, AHT fields as part of requirements so had to create a Text custom fields along with custom date fields ........


    • Simon Kilgarriff


      As Suresh mentioned above creating incident date/time custom fields is probably the best bet.

      In the past I've had customers use a Custom Process Model (or logic if possible) to set these new custom fields in the business rules - a bit like the system will set rel_due date for initial response.   Using custom fields can make it a bit easier to report on too.