SLA Report

[pavan_yadav]

Hi Community,

Hope you are all doing well.

I’m reaching out for guidance on a report requirement related to SLA Definitions in our instance.

We need to generate an Excel report(only one time) of all active SLA Definitions with usage and related group details.

User Request Details: One of our Client/User requester asked for the following information for each SLA Definition (we have 1,064 active, 817 applied to tickets):

1. When was the definition last applied (timestamp)?

2. What was/were the associated assignment group(s) of this SLA definition?

3. Who is the manager of these associated assignment groups?

4. What is the responsible area of these associated groups?

Our Current Understanding:

• Last Applied Timestamp: Technically possible by finding the MAX(Start Time) of Task SLA(task sla table) records per SLA Definition, but this requires heavy manual effort or scripting. Looking for faster/best‑practice approaches.

• Associated Assignment Groups: SLA Definition does not have a direct assignment group field. Groups are only referenced indirectly through start/pause/stop conditions or through the tasks where the SLA was applied.

• Manager of Assignment Groups: Since SLA Definition does not directly store assignment groups, we cannot directly retrieve managers.

Request for Community Guidance:

• Are there recommended ways (reports, queries, or scripts) to efficiently extract “last applied timestamp” for all SLA Definitions without manual effort?

• How do others handle “associated assignment group” reporting for SLA Definitions — is there a standard approach or is it always indirect via Task SLA records?

Any suggestions, best practices, or alternative approaches would be greatly appreciated.

Best Regards,
Pavan.