SLA SQL - Time to Resolution

Can someone please let me know where the SLA - Time to Resolution field is stored in SQL?

3 answers

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Any help on this will be greatly appreciated

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Jack Brickey Community Champion Aug 02, 2017

Time to Resolution isn't a field. At least it isn't a field that is exposed to the user. You can see that if you export a list of all fields. Rather it is a calculation.

TTR = resolved_datetime - created_datetime

SLA is a countdown timer displayed to represent the TTR

With that said, if you can indicate what your goal of having access to this is then maybe the Community can provide suggestions. 

FWIW - here is documentation on SLA

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Thanks for the information Jack. Does anyone know any way in which we would be able to tell if a case is breached or not?

Jack Brickey Community Champion Sep 01, 2017

@Andrew Butler, being able to tell if a case is breached is built in and readily accessible. Your original question was asking where TTR is stored in SQL.

If you have SLAs setup then you will see the SLA timer countdown in the issue view screen and you can add the column to any filtered list. You should also see it in your default Queues. If not edit the queue and add the column.

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