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I’m trying to add the column ‘SLA end date’ (FailureTime) to the view ‘My Active Cases’ – however, when I look to add this the SLA KPI Instance (where the SLA end date field is taken from) does not appear. It does give me the option to add fields from First Response by KPI and Resolve by KPI, which are both quick view forms, but I cannot pull from SLA KPI instance which is the main form
I was able to successfully add the field "Failure Time" to the view ‘My Active Cases’.
Here are the steps:
1) Go to Settings > Customizations > Customize the System. Edit the view ‘My Active Cases’ under the entity Case.
2) Click “Add Columns”,
3) Select "Record Type" as "Resolve By KPI (SLA KPI Instance)", then select "Failure Time". Finally save and publish.
If I misunderstand your needs, please correct me and provide some screenshots.
To give you a bit of context:
You don't see the SLA KPI Instance in the field selector because the case entity is linked with the SLA KPI Instance with two unique relationships called "First Response By" and "Case Resolved By" relationships. These two entities in the list are actually references to the SLA KPI entity. (I know it sounds confusing but you will be clear once you explore the 1:N relationshops of the SLA KPI entity).
Now back to your question. If you want to having Failure time in your view, you can use the failure field on the "Resolved By" relationship. Since the "Resolved By" relationship is linked with the SLA KPI instance, you will get the value from this relationship.
Hope it helps.
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