incident_sla
Tracks Service Level Agreement (SLA) compliance for incidents to ensure response and resolution targets are met.
Columns
| Name | Type | References | Description |
| taskslatable_sys_id | String | Provides the system identifier (sys_id) that uniquely identifies each SLA record linked to a task. | |
| taskslatable_active | Bool | Indicates whether the SLA record is currently active, meaning the associated task is still being tracked against its SLA target. | |
| taskslatable_business_duration | Long | Displays the total business time elapsed for the SLA, excluding non-working hours based on the assigned schedule. | |
| taskslatable_business_pause_duration | Long | Shows the total business time during which the SLA countdown was paused due to exceptions or on-hold states. | |
| taskslatable_business_percentage | Decimal | Represents the percentage of business time used so far relative to the total SLA duration. | |
| taskslatable_business_time_left | Long | Displays the remaining business time available before the SLA target is breached. | |
| taskslatable_duration | Long | Shows the total calendar duration elapsed for the SLA, including both working and non-working hours. | |
| taskslatable_end_time | Datetime | Displays the date and time when the SLA was marked as completed or breached. | |
| taskslatable_has_breached | Bool | Indicates whether the SLA target was breached, helping identify overdue tasks. | |
| taskslatable_original_breach_time | Datetime | Shows the original calculated time when the SLA was expected to breach if no progress occurred. | |
| taskslatable_pause_duration | Long | Displays the total amount of time the SLA was paused, including both business and calendar hours. | |
| taskslatable_pause_time | Datetime | Indicates the date and time when the SLA timer was most recently paused. | |
| taskslatable_percentage | Decimal | Represents the overall percentage of SLA time consumed, combining business and total duration metrics. | |
| taskslatable_planned_end_time | Datetime | Displays the planned date and time when the SLA is expected to end based on defined targets. | |
| taskslatable_schedule | String | Specifies the schedule defining working hours for calculating business time in the SLA. | |
| taskslatable_schedule_link | String | Provides a link to the schedule record that defines the SLA's working hours. | |
| taskslatable_sla | String | References the SLA definition applied to the related task. | |
| taskslatable_sla_link | String | Provides a link to the SLA definition record associated with this task. | |
| taskslatable_stage | String | Displays the current stage of the SLA, such as in progress, paused, or completed. | |
| taskslatable_start_time | Datetime | Shows the date and time when the SLA tracking began for the task. | |
| taskslatable_sys_created_by | String | Lists the user or process that created the SLA tracking record. | |
| taskslatable_sys_created_on | Datetime | Displays the date and time when the SLA record was created in the system. | |
| taskslatable_sys_mod_count | Int | Tracks how many times the SLA record has been modified or updated. | |
| taskslatable_sys_tags | String | Contains metadata tags used for categorizing or filtering SLA records. | |
| taskslatable_sys_updated_by | String | Identifies the user or process that last updated the SLA record. | |
| taskslatable_sys_updated_on | Datetime | Displays the date and time when the SLA record was last updated. | |
| taskslatable_task | String | References the specific task associated with this SLA record, such as an incident or request. | |
| taskslatable_task_link | String | Provides a link to the task record that the SLA applies to. | |
| taskslatable_time_left | Long | Displays the total remaining time, in milliseconds, before the SLA target is breached. | |
| taskslatable_timezone | String | Specifies the time zone used for calculating SLA start and end times. | |
| inc_sys_id | String | Provides the sys_id that uniquely identifies the associated incident record. | |
| inc_active | Bool | Indicates whether the incident is currently active and being tracked against SLA targets. | |
| inc_activity_due | Datetime | Displays the date and time when the next activity or action is due for the incident. | |
| inc_additional_assignee_list | String | Lists additional users assigned to assist in resolving the incident. | |
| inc_approval | String | Specifies the approval status of the incident, showing whether it awaits or has received approval. | |
| inc_approval_history | String | Contains a historical log of all approval actions for the incident. | |
| inc_approval_set | Datetime | Displays the date and time when the approval status was last updated. | |
| inc_assigned_to | String | Identifies the user currently responsible for handling the incident. | |
| inc_assigned_to_link | String | Provides a link to the user record of the assignee. | |
| inc_assignment_group | String | Lists the support group responsible for resolving the incident. | |
| inc_assignment_group_link | String | Provides a link to the assignment group record. | |
| inc_business_duration | Long | Displays the business time elapsed while the incident was open, excluding non-working hours. | |
| inc_business_service | String | Specifies the business service affected by the incident. | |
| inc_business_service_link | String | Provides a link to the business service record related to the incident. | |
| inc_business_stc | Int | Tracks the business Service Transaction Count (STC) associated with the incident. | |
| inc_calendar_duration | Long | Displays the total calendar time elapsed since the incident was created. | |
| inc_calendar_stc | Int | Tracks the calendar-based STC for the incident. | |
| inc_caller_id | String | Identifies the user who reported the incident. | |
| inc_caller_id_link | String | Provides a link to the caller's user record. | |
| inc_category | String | Specifies the category used to classify the incident. | |
| inc_caused_by | String | References the change or problem record that caused the incident. | |
| inc_caused_by_link | String | Provides a link to the record that caused the incident. | |
| inc_child_incidents | Int | Displays the number of child incidents related to this parent incident. | |
| inc_close_code | String | Specifies the closure code used when finalizing the incident. | |
| inc_close_notes | String | Contains closure notes or comments explaining how the incident was resolved. | |
| inc_closed_at | Datetime | Displays the date and time when the incident was closed. | |
| inc_closed_by | String | Identifies the user who closed the incident. | |
| inc_closed_by_link | String | Provides a link to the user record of the closer. | |
| inc_cmdb_ci | String | Specifies the Configuration Item (CI) affected by the incident. | |
| inc_cmdb_ci_link | String | Provides a link to the related CI record. | |
| inc_comments | String | Contains general comments added to the incident. | |
| inc_comments_and_work_notes | String | Combines public comments and internal work notes for the incident. | |
| inc_company | String | Identifies the company associated with the incident. | |
| inc_company_link | String | Provides a link to the company record related to the incident. | |
| inc_contact_type | String | Specifies how the incident was reported, such as by phone or email. | |
| inc_correlation_display | String | Displays the correlation label linking this incident to related records. | |
| inc_correlation_id | String | Specifies the correlation identifier (Id) used to relate this incident across systems. | |
| inc_delivery_plan | String | References the delivery plan associated with resolving the incident. | |
| inc_delivery_plan_link | String | Provides a link to the related delivery plan record. | |
| inc_delivery_task | String | References the delivery task linked to this incident. | |
| inc_delivery_task_link | String | Provides a link to the related delivery task record. | |
| inc_description | String | Contains a detailed description of the issue reported in the incident. | |
| inc_due_date | Datetime | Displays the target date and time for resolving the incident. | |
| inc_escalation | Int | Indicates the escalation level currently assigned to the incident. | |
| inc_expected_start | Datetime | Shows when work on the incident is expected to start. | |
| inc_follow_up | Datetime | Specifies a follow-up date for checking on the incident's status. | |
| inc_group_list | String | Lists all groups that have participated in handling the incident. | |
| inc_hold_reason | Int | Specifies the reason why the incident is currently on hold. | |
| inc_impact | Int | Indicates the impact level of the incident on business operations. | |
| inc_incident_state | Int | Displays the current workflow state of the incident. | |
| inc_knowledge | Bool | Indicates whether the incident can be used to create a Knowledge Base (KB) article. | |
| inc_location | String | Specifies the location associated with the incident. | |
| inc_location_link | String | Provides a link to the related location record. | |
| inc_made_sla | Bool | Indicates whether the incident met its SLA targets. | |
| inc_notify | Int | Defines the notification preference for incident updates. | |
| inc_number | String | Displays the unique incident number generated by the system. | |
| inc_opened_at | Datetime | Shows the date and time when the incident was created. | |
| inc_opened_by | String | Identifies the user who opened the incident. | |
| inc_opened_by_link | String | Provides a link to the record of the user who opened the incident. | |
| inc_order | Int | Defines the order in which related incidents are processed or displayed. | |
| inc_parent | String | References the parent record associated with this incident. | |
| inc_parent_incident | String | Specifies the main incident this record is linked to. | |
| inc_parent_incident_link | String | Provides a link to the parent incident record. | |
| inc_parent_link | String | Provides a link to the parent task or record. | |
| inc_priority | Int | Indicates the incident's priority level, derived from impact and urgency. | |
| inc_problem_id | String | References the related problem record that may share a root cause. | |
| inc_problem_id_link | String | Provides a link to the related problem record. | |
| inc_reassignment_count | Int | Tracks the number of times the incident has been reassigned. | |
| inc_rejection_goto | String | Specifies the workflow triggered if the incident is rejected. | |
| inc_rejection_goto_link | String | Provides a link to the configuration record for rejection handling. | |
| inc_reopen_count | Int | Displays how many times the incident has been reopened. | |
| inc_reopened_by | String | Lists the user who reopened the incident. | |
| inc_reopened_by_link | String | Provides a link to the user record of the person who reopened the incident. | |
| inc_reopened_time | Datetime | Displays the date and time when the incident was last reopened. | |
| inc_resolved_at | Datetime | Displays the date and time when the incident was resolved. | |
| inc_resolved_by | String | Identifies the user who resolved the incident. | |
| inc_resolved_by_link | String | Provides a link to the user record of the resolver. | |
| inc_rfc | String | References the Request for Change (RFC) associated with the incident. | |
| inc_rfc_link | String | Provides a link to the related RFC record. | |
| inc_route_reason | Int | Specifies the routing reason code used for the incident. | |
| inc_service_offering | String | Lists the specific service offering affected by the incident. | |
| inc_service_offering_link | String | Provides a link to the service offering record. | |
| inc_severity | Int | Indicates the severity level of the incident. | |
| inc_short_description | String | Provides a brief summary describing the nature of the incident. | |
| inc_sla_due | Datetime | Displays the date and time when the SLA target is due. | |
| inc_state | Int | Indicates the current state of the incident within its workflow. | |
| inc_subcategory | String | Specifies the subcategory for more detailed classification of the incident. | |
| inc_sys_class_name | String | Defines the system class name determining the incident's structure. | |
| inc_sys_created_by | String | Lists the user who created the incident record. | |
| inc_sys_created_on | Datetime | Displays when the incident record was created in the system. | |
| inc_sys_domain | String | Specifies the domain to which the incident belongs. | |
| inc_sys_domain_path | String | Displays the domain hierarchy path of the incident. | |
| inc_sys_mod_count | Int | Tracks how many times the incident record has been modified. | |
| inc_sys_tags | String | Contains metadata tags for filtering or categorizing the incident. | |
| inc_sys_updated_by | String | Identifies the user who last modified the incident. | |
| inc_sys_updated_on | Datetime | Displays the date and time when the incident was last updated. | |
| inc_task_effective_number | String | Shows the effective task number used internally for workflow tracking. | |
| inc_time_worked | String | Displays the total time spent working on the incident. | |
| inc_u_comments | String | Stores custom comments provided by users or support teams. | |
| inc_u_some_test_field | String | Represents a custom field used for internal testing or tracking. | |
| inc_u_test_custom_field | String | Specifies a custom field for capturing extra incident-related data. | |
| inc_universal_request | String | References the universal request linked to the incident. | |
| inc_universal_request_link | String | Provides a link to the related universal request record. | |
| inc_upon_approval | String | Defines the action or workflow triggered when the incident is approved. | |
| inc_upon_reject | String | Defines the action or workflow triggered when the incident is rejected. | |
| inc_urgency | Int | Specifies the urgency level of the incident, helping determine its priority. | |
| inc_user_input | String | Contains user-provided input or feedback about the incident. | |
| inc_variables | String | Lists dynamic variables used in forms or workflow processing. | |
| inc_watch_list | String | Lists users who receive notifications about incident updates. | |
| inc_wf_activity | String | References the workflow activity related to the incident's processing. | |
| inc_wf_activity_link | String | Provides a link to the workflow activity record. | |
| inc_work_end | Datetime | Displays the date and time when work on the incident was completed. | |
| inc_work_notes | String | Contains internal notes and updates added by support agents. | |
| inc_work_notes_list | String | Lists all work notes added throughout the incident's lifecycle. | |
| inc_work_start | Datetime | Displays the date and time when work on the incident began. |