FSM Dispatcher Workspace - SLA display behavior on dispatcher workspace - Product Knowledge

FSM Dispatcher Workspace - SLA display behavior on dispatcher workspace This article is a clarification for the displaying behavior of task SLA on dispatcher workspace. There are two places where the task SLA displays. The task panel tasks, and the calendar events.

However the behaviors for task SLA are slightly different.

The task panel SLA is showing the Business time left by finding the SLA from both the work order task's active SLAs as well as its parent work order's active SLAs with the earliest expired time.

The calendar SLA is showing the Business elapsed percentage as a progress bar below the calendar event by finding the SLA from only its parent work order's active SLAs with the earliest expired time. (active SLA means the SLA shouldn't be in complete or cancelled state). We did this on purpose to save the calendar's performance.

Please refer to the screenshots below.

There is one more pre-requisite for the calendar event SLA to display. The Business elapsed percentage for its parent work order's active SLA with earliest expired time should be larger than 0 to be displayed on the calendar.