how to know by which team SLA got breached.

[manmathpanda]

Dear Developers,

I want to know by which team , the SLA got breached.

I want to report when the sla got breached and by which team.

 e.g. Incident is assigned to Group A, ticket got breached here . Then it is assigned to Group B. the ticket will remain breached here so in report we are unable to get by which team SLA got breached.

SLA breached will be marked only under the resolver group.

But we want to report in which queue Incident got breached. 

I somewhere found there is a column as "assignment group at breach".

But i am unable to find it. 

If there is anything else , let me know.

Please help.

[Krishna Penaka]

Hi,

Have you tried running a report on the task_sla table? You can report on breached SLAs quite easily there.

http://wiki.servicenow.com/index.php?title=Reporting

[DrewW]

Do to the fact that a task can move about after the SLA is breached you are not going to be able to easily run this report assuming you are more or less out of box for your metrics and SLA table fields.

If this is a run once report and never again you will need to look to see if you have a metric that is running on the assignment group field and then compare that with the SLA breach time.  Not so fun.

If this is a report you will need regularly I would suggest you add a field to the SLA table called something like "Breach Group" then add a Business rule to the SLA table that sets the value when the has breached flag is set.  Then your report is easy.

[Jaspal Singh]

Hi Manmath,

If its for incidents then there exists an OOB functionality of metricfor incident table which traces of all Assignment Group in its life time. If required you can create a database view for metric table along with the task_sla table to get the group which is actually responsible for the SLA breach.

Thanks,

Jaspal Singh

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