How do I get a weekly report listing all tickets that were not assigned to someone for 15+ minutes?

[JR42]

I'd like to create a weekly report that lists all tickets that sat in a specific group for 15 or more minutes without being assigned to a person.  Does this need to be a PA report?  Any tips on creating this report would be hugely appreciated.

[JP - Kyndryl · Accepted solution]

Hi Justin,

I would create a SLA definition of type Response with a duration target of 15 minutes.

You may then report on task_sla or incident_sla using your sla definition.

Any has_breached = true is what you want to see.

[JR42]

Thanks JP!  Any ideas on how I can get the name of the person who stopped the SLA into the report columns?  I'd also be interested in having the Assignment Group that the ticket was in when the SLA started be included as a column.

[JP - Kyndryl]

Hi Justin,

Sure,  you will then report on the database view "incident_sla" that combines the task_sla and the incident tables,  so you will have access to the updated by field of the task_sla and the assignment_group of the incident table.