Add the Incident Milestones Report to a Custom Incident Workspace

To display resolution due calculations, you must create a custom incident milestones report and then add it to a custom incident workspace.

1. Copy the standard incident workspace and name it.
2. Open the custom incident workspace.
3. Click the Details tab.
4. Add the custom incident milestones report to the Details tab.
5. Click Save to save the custom workspace.
6. Edit your staff members’ profiles to use the new Incident Milestones workspace.

Results:

After an SLA instance is applied to an incident, you can view the resolution due date and time. See Credit an Incident to an SLA Instance.