Incident Response and Resolution SLA reporting

[HasarinFareeth]

Hi - We have build various SLA definition for our suppliers and wanted them to report the SLA on a monthly basis to measure their performance. 

The SLA is defined in such as a way that if a supplier receives a ticket, the response SLA should be triggered irrespective of the number to times the ticket is assigned to them. i.e., for example, if a ticket is assigned to a supplier, the first response SLA will be triggered and it will be completed if they re-assign the ticket to other group. A new response SLA will then be triggered for the same ticket if that ticket is again assigned to them. Similarly, if a ticket priority is changed, then the existing response SLA will complete and a new response SLA for the new priority will be triggered.  This way a supplier can have multiple response SLA for single ticket. 

Problem statement : We wanted the suppliers to report the performance at incident level and not at SLA level which is the supplier can mark the incident as SLA met only if all the response SLAs are met, they should report the incident as breached if there is one or more response SLAs breached. Can you guide me how this can be achieved?

[Harmeet2Singh]

you can try below:

1. create a custom field on incident table : response breached, type checkbox, readonly

2. create a BR on task_sla table and add conditions for sla definition so that it triggers only on that response sla

3. in conditions, add, has breached changes to true

4. in script section, glide to the incident record, update response breached checkbox to true

So if all the response sla's are met, response breached on incident will be false, and even if one sla breaches, response breached field will show true.

Please mark my answer correct or helpful if it helped you in resolving your issue.

[HasarinFareeth]

Thank you @Harmeet2Singh , Although this is not what we expected, this is useful. We have dealt this scenario differently through process.