Incident management - show 'missed SLA' when incident SLA is missed
Follow up from !44957 (merged)
But, a question - what does the list page say currently say when the timeline has been exceeded? In this case does it display
00:00? Guessing so, and I think this is good for a first iteration. In the longer-term, we may want to update the text toMissed SLAto align with the label that we're applying to the incident itself when the SLA is missed.
Proposal
On the incident list and highlight bar, update the SLA to say Missed SLA when the SLA has been missed, and Achieved SLA when the SLA has been.
| state | message |
|---|---|
| if time to SLA is above zero | <hours>:<minutes> |
if time to SLA is zero and has missed:SLA label |
"Missed SLA" |
if time to SLA is zero and no missed:SLA label |
"Achieved SLA" |
We can base this status on the application of the missed SLA label. The benefit of leveraging the label status, rather than storing something in the DB, is that users could manually remove the label if they feel it was incorrectly applied. For example, if an incident was dealt with in time, but the issue wasn't closed because they had some remaining follow-up tasks (or root cause investigation) to do.