Create PA indicator for SLA duration: custom application

[MithileshK]

Hi Community,

We have a custom application for creating cases. These cases have "Type" field. And based on these types of cases, we have configured some SLA definitions. On SLA definition we have a OOTB field called "duration".

Now I want to show a report using PA, where I get total duration for each type on monthly basis.

Example:

September- type1 = 15hrs (total duration), type2 = 20hrs, type3, ...etc.

October - type1 = 25 hrs (total duration), type2 = 10 hrs, type3, ...etc.

and so on...

We want to use PA, because there is a chance that this duration value can be modified and i want to see the report with old value if am looking back on old data.

Could you please guide in the steps.

Thanks in advance.

[DrewW]

When you setup your indicator source you need to use a script to calculate the number of hours or minutes or days that have gone by.  Units you chose is just based on what you want to show.

[Tai Vu]

Hi @MithileshK 

Let's try to follow these steps.

1. Define a Indicator Source on Task SLAs [task_sla] (You can also create your own specific Database View).

2. Create an Automated Indicator. Set Aggregate as SUM and field as Duration.

Sample below. (You can check Scripted to convert between hours, days, etc.)

 

3. Create a Breakdown for the Type field.

4. Create a Data Collection Job that runs on a monthly basis.

Cheers,

Tai Vu

[AndersBGS]

Hi @MithileshK ,

1. Start by creating an indicator source based on the table for your custom application scheduled for monthly, where filter conditions is e.g. created on this month. You need to distinguee here when they should be in September, October and so on.

2. Create an automated indicator pr. type with the filter condition type is type1 or create just one automated indicator with a breakdown of type - This is a design solution.

If my answer has helped with your question, please mark my answer as accepted solution and give  a thumb up.

Best regards

Anders