Report with group to group SLA calculation

[B Ashok]

Hi Team,

We have requirement that need to full a report shows SLA/Time worked of current assignment group. 

Ex : ITSD kept Medium incident with them for 3 days, then assigned to ITSM team. ITSM had worked on that ticket for 1 day then resolved it. but as per the SLA it's breached. ( SLA is 3days for Medium INC)

ITSM saying this incident reached me just one day before, it's 24 hours. SLA has been breached becasue of ITSD. 

So my question, How can I get report of individual SLA's or Time they worked. ( Note: we have no "Time worked" field in our incident record form)

Can some one please suggest.

Thanks

Ashok

[Mark Manders]

You can use the metrics table to check on assignmentgroup changes. That will show you how long a ticket stayed with what group. If you create a database view between metric, incident and sla table, you can report on all of your requirements.

I do believe that within PA there are some OOB indicators for this (not sure but I think I read something about this somewhere). If you don't have PA, you will need the db view.