how to calculate SLA Adherence using Incident_sla Table and How to generate a report?
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‎09-14-2015 11:42 PM
Hii
SLA Adherence %=(no.of incidents Resolved with in SLA*100)/Total No.of Tickets Resolved
How to calculate By using Incident_Sla Table and How to generate the Report.
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‎09-15-2015 02:31 AM
I will provide you a brief idea.
Create an email notification and use email script to write logic for this.
Query incident table in there to get count (totalIncCount) of resolved incident within a time duration(say td).
Now Query incident_sla table with following filters
1. group by incident number
2. taskslatable_stage=achieved
3. Created within duration td
get row count(resSlaCount) from above Query and then use you formula in there
resSlaCount *100 / totalIncCount
You could then trigger this email using Scheduled job after a time duration td.
In addition to above filters , you may need to include additional filter for incident_sla name because one incident may be related to multiple of SLAs and among them , one SLA stage ma y be achieved while others is breached.