How to check if Priority 2 Incident has missed SLA after various reassignment?

[VIKAS45]

How to check if Priority 2 Incident has missed SLA after various reassignment?

[storiessaver]

To check if a Priority 2 Incident has missed its SLA after multiple reassignments, monitor the cumulative time elapsed since its creation, factoring in each reassignment, and compare it to the SLA timeframe.

[Tai Vu]

Hi @VIKAS45 

You can get that information in the Incident SLA [incident_sla], which is a database view combined from Task SLAs and Incident.

Just be aware that the Assignment Group in this table means the current group assigned on the ticket.

So if you're looking for the assignment group at the time the SLA got breached. You can leverage this plugin "SLA Breakdowns [com.snc.sla.breakdowns]"

Then use the "SLA Breakdown by Assignment [sla_breakdown_by_assignment]" table, you will have that type of data.

Let me know if it works for you.

Cheers,

Tai Vu

[AndersBGS]

Hi @VIKAS45 ,

I think you need to elaborate a little, due to SLA breached / not breached can be seen directly from the attached SLA. What have reassignment to do with the SLA? Do you create a new SLA for each reassignment or?

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

Best regards

Anders