To add custom fields, such as SLA Status and Target Date, to a ticket and a custom portal so your clients can view SLA in real-time, you need to follow a few steps:
-
Go to your service project.
-
Then, navigate to the SLA settings, click on the "SLA Manager" button, and create a configuration for your project by selecting "+Add new configuration".
-
Choose the type of SLA Goal for the new SLA configuration, either based on a time limit or a negotiated date.
-
Next, fill in the following parameters:
-
Name
-
Project
-
Calendar
-
Start/Pause/Stop conditions
-
SLA Reset
-
Multi-Cycle option
-
SLA Goals settings with automated actions
-
-
In the SLA goals settings menu, specify SLA goals and select an Automate action for work items that exceed their limits. A critical step here is to enable the Custom Field button.
-
After configuring, save all your settings.
Then, move on to project settings:
-
Go to Project settings > go to the Request types.
-
Select the request type you want to add your custom field to (e.g., Service requests). Then, choose a Request form (e.g. Technical support): you can select an existing one or create a new type by filling in the required fields.
-
In the Request form tab, on the right sidebar, you’ll see various Suggested fields.
Add the necessary fields you want to display on the ticket and the portal. In our case, we add the fields specified and enabled in SLA time goals settings: SLA Goal - 1 status and Target date for SLA Goal - 1.
10. Save the settings.
Now you’re done! When an issue is created, you’ll see the custom fields in the ticket:
Custom fields will also be visible on the custom portal, allowing you to monitor SLA status and target date in real-time: