End-of-Life (EoL)

Search Incidents using SLA and Timer Fields

searching based on SLA, searching based on Timer
You can search for incidents based on their SLA in several ways:
  • based on the SLA status
    The SLA status is not defined unless the timer is in a stopped mode, meaning, either paused or ended.
  • based on an SLA field
  • based on a timer field
For example, you can search for all of the timer fields that are currently running, or you can search for all incidents with a specific SLA status.
  1. Navigate to the
    Incidents
    page.
  2. To search for an incident whose timer is still active, enter the following:
    • The name of the field
    • The run status
    • The due date. This is required for queries who run status is neither ended nor paused to improve query performance.
  3. To search for an incident whose timer is no longer active, enter the SLA Status.
Examples
In the following example, we are searching for all incidents that have an SLA timer called slatimer and fulfill the following criteria:
  • The run status is neither ended nor paused AND the due date is later than now, meaning, the due date has not yet passed.
    OR
  • Incidents whose run status is ended or paused and the SLA status is within the alloted time.
    (-slatimer.runStatus:(ended paused) and slatimer.dueDate:>“now”) or (slatimer.slaStatus:“within”)
In the following example, we are searching for all incidents that fulfill the following criteria:
  • The run status is either ended or paused AND the due date is earlier than now, meaning, the due date has already passed.
    OR
  • Incidents whose run status is ended or paused and the SLA status is late.
    (-slatimer.runStatus:(ended paused) and slatimer.dueDate:<“now”) or (slatimer.slaStatus:“late”)
In the following example, we are searching for all incidents that fulfill the following criteria:
  • The run status is neither ended nor paused AND the due date is between now and 5 hours. The 5 hours represents our risk threshold.
    OR
  • Incidents whose run status is ended or paused and the SLA status is Risk.
    (-slatest.runStatus:(ended paused) and slatest.dueDate:>"now" and slatest.dueDate:<"in 300 minutes") or (slatest.slaStatus:"risk")

Recommended For You