how to calculate SLA Adherence using Incident_sla Table and How to generate a report?

jenny32
Tera Guru

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.

1 REPLY 1

Gurpreet07
Mega Sage

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.