How to make a report in which queue the ticket is breached

[Srilakshmi7]

Hello Everyone,

Need to make a report in which assignment group the ticket was breached.

Thank you.

[Matthew Knight]

We implemented something similar.  On the task_sla table we:

1) Created a new field called "breach group"

2) We then created a business rule for when the SLA moved into "has breached == true" to capture the assignment group in the breach group field

Then we can report on which groups breached the SLAs.

Hope this helps.

[AndersBGS]

Hi @Srilakshmi7 ,

Not the perfect solution, but best option is to create the report based on sla_breakdown_by_assignment

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

Best regards

Anders 

[Dr Atul G- LNG]

Hi @Srilakshmi7 

Try this one:

I was think for metrics but that will provide only group name and no SLA.