sc_request_sla
Monitors Service Level Agreement (SLA) compliance for service requests to verify adherence to target delivery times.
Columns
| Name | Type | References | Description |
| taskslatable_sys_id | String | Provides the system identifier (sys_id) for the SLA record that tracks performance for the service request. | |
| taskslatable_active | Bool | Indicates whether the SLA record is currently active and being measured against service targets. | |
| taskslatable_business_duration | Long | Captures the total business time spent working toward SLA fulfillment, excluding non-working hours. | |
| taskslatable_business_pause_duration | Long | Records the total amount of business time the SLA countdown was paused, such as when the request was on hold. | |
| taskslatable_business_percentage | Decimal | Shows the percentage of business time elapsed relative to the SLA target. | |
| taskslatable_business_time_left | Long | Displays the remaining business time available before the SLA breach threshold is reached. | |
| taskslatable_duration | Long | Represents the total elapsed time, including both working and non-working hours, for SLA tracking. | |
| taskslatable_end_time | Datetime | Specifies the date and time when SLA measurement ended, typically upon request closure. | |
| taskslatable_has_breached | Bool | Indicates whether the SLA target was breached, meaning the defined time limit was exceeded. | |
| taskslatable_original_breach_time | Datetime | Stores the initially calculated breach time for the SLA before any pauses or recalculations. | |
| taskslatable_pause_duration | Long | Captures the total duration, in milliseconds, for which the SLA was paused. | |
| taskslatable_pause_time | Datetime | Records the timestamp when the SLA was most recently paused. | |
| taskslatable_percentage | Decimal | Displays the overall progress toward meeting the SLA goal as a percentage. | |
| taskslatable_planned_end_time | Datetime | Specifies the planned or target end time based on the SLA definition. | |
| taskslatable_schedule | String | References the schedule defining business hours used in SLA calculations. | |
| taskslatable_schedule_link | String | Provides a link to the schedule record that determines the working time for SLA tracking. | |
| taskslatable_sla | String | References the SLA definition applied to this request. | |
| taskslatable_sla_link | String | Provides a link to the SLA definition record used for monitoring compliance. | |
| taskslatable_stage | String | Indicates the current SLA stage, such as in progress, paused, or completed. | |
| taskslatable_start_time | Datetime | Records when SLA tracking began for the service request. | |
| taskslatable_sys_created_by | String | Identifies the user who created the SLA record. | |
| taskslatable_sys_created_on | Datetime | Records when the SLA record was first created. | |
| taskslatable_sys_mod_count | Int | Tracks how many times the SLA record has been modified. | |
| taskslatable_sys_tags | String | Stores tags or metadata used for organizing and filtering SLA records. | |
| taskslatable_sys_updated_by | String | Indicates the user who last updated the SLA record. | |
| taskslatable_sys_updated_on | Datetime | Records the date and time when the SLA record was last updated. | |
| taskslatable_task | String | References the service request or task associated with this SLA record. | |
| taskslatable_task_link | String | Provides a link to the associated task or service request record. | |
| taskslatable_time_left | Long | Displays the remaining time (in business and calendar hours) before the SLA is breached. | |
| taskslatable_timezone | String | Specifies the time zone used for SLA calculations and timestamps. | |
| scr_sys_id | String | Provides the sys_id for the service request record being monitored by the SLA. | |
| scr_active | Bool | Indicates whether the service request is currently active and in progress. | |
| scr_activity_due | Datetime | Specifies the due date and time for the next scheduled activity or step within the request workflow. | |
| scr_additional_assignee_list | String | Lists additional users assigned to collaborate on fulfilling the request. | |
| scr_approval | String | Shows the current approval status of the request, such as pending, approved, or rejected. | |
| scr_approval_history | String | Stores a complete history of approval decisions and timestamps associated with the request. | |
| scr_approval_set | Datetime | Records when the approval status was last set or updated. | |
| scr_assigned_to | String | Identifies the user currently responsible for fulfilling the service request. | |
| scr_assigned_to_link | String | Provides a link to the user record assigned to the request. | |
| scr_assignment_group | String | References the group responsible for managing or resolving the request. | |
| scr_assignment_group_link | String | Provides a link to the assignment group record associated with the request. | |
| scr_business_duration | Long | Captures the total business time taken to process the request, excluding weekends and holidays. | |
| scr_business_service | String | References the business service that this request supports or impacts. | |
| scr_business_service_link | String | Provides a link to the business service record related to this request. | |
| scr_calendar_duration | Long | Shows the total elapsed time, including both working and non-working hours, between request creation and completion. | |
| scr_calendar_stc | Int | Represents the total calendar time, in seconds, between request creation and closure. | |
| scr_close_notes | String | Contains final notes or remarks entered when the request was closed. | |
| scr_closed_at | Datetime | Records when the service request was closed or completed. | |
| scr_closed_by | String | Identifies the user who closed the service request. | |
| scr_closed_by_link | String | Provides a link to the user record of the person who closed the request. | |
| scr_cmdb_ci | String | References the Configuration Item (CI) related to the service request. | |
| scr_cmdb_ci_link | String | Provides a link to the CI record associated with the request. | |
| scr_comments | String | Captures user comments or notes related to the service request. | |
| scr_comments_and_work_notes | String | Stores both public comments and internal work notes recorded during request processing. | |
| scr_company | String | References the company or business entity associated with the request. | |
| scr_company_link | String | Provides a link to the company record associated with the request. | |
| scr_contact_type | String | Indicates how the request was submitted, such as via the portal, email, or phone. | |
| scr_correlation_display | String | Displays a readable correlation reference for linking this request to other systems. | |
| scr_correlation_id | String | Stores an identifier used to correlate this request with external systems or integrations. | |
| scr_delivery_address | String | Specifies the address or location where the requested service or item will be delivered. | |
| scr_delivery_plan | String | References the delivery plan outlining how the request will be fulfilled. | |
| scr_delivery_plan_link | String | Provides a link to the delivery plan record. | |
| scr_delivery_task | String | References the fulfillment task that delivers the requested service or item. | |
| scr_delivery_task_link | String | Provides a link to the delivery task record associated with the request. | |
| scr_description | String | Provides a detailed explanation of the service request, including purpose and scope. | |
| scr_due_date | Datetime | Specifies the date and time by which the request should be fulfilled. | |
| scr_escalation | Int | Represents the current escalation level of the request, used to track priority or urgency changes. | |
| scr_expected_start | Datetime | Indicates when work on the request is expected to begin. | |
| scr_follow_up | Datetime | Sets a follow-up date or reminder to review the request's progress. | |
| scr_group_list | String | Lists all groups involved in handling, approving, or fulfilling the request. | |
| scr_impact | Int | Indicates the level of business impact if the request is delayed or unresolved. | |
| scr_knowledge | Bool | Shows whether knowledge content was created or linked as part of the request. | |
| scr_location | String | References the location related to the requester or service delivery. | |
| scr_location_link | String | Provides a link to the location record. | |
| scr_made_sla | Bool | Indicates whether the request met its defined SLA target. | |
| scr_number | String | Stores the unique request number automatically generated for identification and tracking. | |
| scr_opened_at | Datetime | Records when the service request was created or opened. | |
| scr_opened_by | String | Identifies the user who opened or submitted the request. | |
| scr_opened_by_link | String | Provides a link to the user record of the requester. | |
| scr_order | Int | Specifies the processing or display order of this request among related records. | |
| scr_parent | String | References the parent record associated with this service request. | |
| scr_parent_interaction | String | References the customer interaction that led to the creation of this request. | |
| scr_parent_interaction_link | String | Provides a link to the parent interaction record. | |
| scr_parent_link | String | Provides a link to the parent record in the request hierarchy. | |
| scr_price | Decimal | Displays the total price or cost associated with the requested service or item. | |
| scr_priority | Int | Represents the priority level of the request, based on urgency and impact. | |
| scr_reassignment_count | Int | Tracks the number of times the request was reassigned to different users or groups. | |
| scr_rejection_goto | String | Defines the next step or workflow stage if the request is rejected. | |
| scr_rejection_goto_link | String | Provides a link to the workflow element handling rejection. | |
| scr_request_state | String | Shows the current high-level state of the request, such as requested, approved, or completed. | |
| scr_requested_date | Date | Indicates when the request was formally submitted. | |
| scr_requested_for | String | Identifies the user for whom the service request was made. | |
| scr_requested_for_link | String | Provides a link to the user record of the intended recipient. | |
| scr_route_reason | Int | Shows the routing rule or reason determining how the request was assigned. | |
| scr_service_offering | String | References the specific service offering associated with this request. | |
| scr_service_offering_link | String | Provides a link to the service offering record. | |
| scr_short_description | String | Provides a concise summary or title describing the request. | |
| scr_sla_due | Datetime | Specifies the date and time by which the SLA target must be met for this request. | |
| scr_special_instructions | String | Captures any special handling instructions or notes for the request. | |
| scr_stage | String | Indicates the current workflow stage of the request, such as planning or fulfillment. | |
| scr_state | Int | Represents the request's current state, such as open, in progress, or closed. | |
| scr_sys_class_name | String | Defines the record's system class, determining its structure and workflow behavior. | |
| scr_sys_created_by | String | Identifies the user who created the request record. | |
| scr_sys_created_on | Datetime | Records when the service request record was first created. | |
| scr_sys_domain | String | Specifies the domain to which the record belongs, used in domain-separated environments. | |
| scr_sys_domain_path | String | Displays the full hierarchical path of the record's domain. | |
| scr_sys_mod_count | Int | Tracks how many times the request record has been modified. | |
| scr_sys_tags | String | Stores tags or metadata applied to the request for classification or filtering. | |
| scr_sys_updated_by | String | Indicates the user who last modified the request record. | |
| scr_sys_updated_on | Datetime | Records the date and time when the request record was last updated. | |
| scr_task_effective_number | String | Stores the effective task number used for tracking and reporting. | |
| scr_time_worked | String | Displays the total amount of time spent fulfilling the service request. | |
| scr_u_comments | String | Captures additional comments or context provided by users or fulfillers. | |
| scr_u_some_test_field | String | Represents a custom test field used for internal configuration or validation. | |
| scr_universal_request | String | References a universal request record that groups multiple catalog or workflow actions. | |
| scr_universal_request_link | String | Provides a link to the universal request record. | |
| scr_upon_approval | String | Specifies the automated action that occurs when the request is approved. | |
| scr_upon_reject | String | Specifies the automated action that occurs when the request is rejected. | |
| scr_urgency | Int | Indicates how urgently the request needs to be fulfilled, helping determine priority. | |
| scr_user_input | String | Captures the requester's input or selections provided during submission. | |
| scr_variables | String | Stores variable data and form inputs associated with the request. | |
| scr_watch_list | String | Lists users who receive notifications about updates or changes to the request. | |
| scr_wf_activity | String | References the workflow activity currently executing for this request. | |
| scr_wf_activity_link | String | Provides a link to the workflow activity record. | |
| scr_work_end | Datetime | Records when work on fulfilling the service request was completed. | |
| scr_work_notes | String | Contains internal work notes entered by fulfillers during the request lifecycle. | |
| scr_work_notes_list | String | Stores all work notes associated with the request for audit and tracking. | |
| scr_work_start | Datetime | Records when work on the service request began. |