Create the Incident Milestones Report

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

1. Create a new report with column definitions.

   Custom Incident Milestones Report Columns

   Heading	Definition
   Initial Response Status	if(incidents.status_type=2,100,round(((date_diff(sysdate(), incidents.rel_due))*-1)/60,0))
   Initial Response Due	incidents.rel_due
   Time Remaining	if(incidents.status_type=2,0,round(((date_diff(incidents.rel_due, sysdate())))/60,0))
   Resolution Due Status	round(((date_diff(sysdate(), milestone_instances.due_date))*-1)/60,0)
   Resolution Due	milestone_instances.due_date
   Time Remaining	if(incidents.status_type=2,0,round(((date_diff (milestone_instances.due_date,sysdate())))/60,0))

2. Use the conditional formatting described in this table for the Initial Response Status and Resolution Due Status columns.

   Conditional Formatting for Status Flags

   Condition	Display	Image	Color
   Greater than 15	Image Only	Flag	Green
   Less than or equals 0	Image Only	Flag	Red
   Less than or equals 15	Image Only	Flag	Yellow

3. Use the Minutes (Days, Hours, Minutes) format for both Time Remaining columns.
4. Set the following report options to refresh the data regularly:
   • Refresh the report when data shown is changed in the editor.
   • Automatically the refresh report by selecting Regular interval > Auto-Refresh enabled by default > Interval 55 Seconds.
5. Clear all of the check boxes in the Customize Record Commands window so that no commands will be available at runtime.
6. Click Save.