Report on task_sla table filtered based on Pause time and Stop time

[Ayush Mittal1]

I need to show only records from RITM and SCTASK that are resolved in the current week, resolved and closed in the current week. The challenge here is that I need to exclude the RITM and SCTASKs which were closed in this week but not resolved in this week(resolved last week or earlier).

I am not sure if it is in any way achievable just using filter. We could achieve it via script but will need some help with that.

[msd93]

Hi @Ayush Mittal1 

RITM and Catalog Task do not have a specific state as resolved but have states like Open/Pending/WIP/Closed Complete/Closed Incomplete/Closed Skipped.

If you have created a custom state value like resolved and are capturing the time stamp of when and by whom was it resolved in some custom fields then you can manipulate your report with filter conditions:

1)  RITM/SCTASK that are resolved in the current week : navigate to Reports --> Create New

Select Source Type=Table and in Table = RITM/SCTASK

Select Type as List, available under "Others", add condition resolved (may be custom field) on this week

I assume you need individual reports of RITM resolved in current week and SCTASK resolved in current week. You may follow the above steps and select table name according to the report (i.e. table = requested item for RITM and table = catalog task for SCTASK report). My snip shows for Closed but if you have any field like resolved you could replace it accordingly.

2) RITM and SCTASK resolved and closed in the current week: Similar to above steps create report with additional filter, i.e. "Resolved on this week" AND "Closed on this week."

Hope this info helps you.