Report to ID Records with More than One SLA Attached

[jlaps]

Team,

We have some asset management Catalog Tasks that are very old waiting for hardware to be shipped back in a post-Covid world. We changed the default SLA on these hardware returns tasks to allow for more time, and I think because some of them are so very old, we are getting dupe SLAs on them now with the different durations. Repairing the SLA gets back down to one, though not the one I would expect.

Regardless, I am trying to devise a report that I can run on a batch of SLAs completed in the previous month, looking only for those that are NOT unique to the catalog task they are assigned. I want a list of these catalog tasks with extra SLAs on them so I can repair only those rather than all for the month, but having trouble designing a report that will output only those with duplicative SLAs.

Ideas on how to accomplish?

[Tommy SN Sahlin]

Hi jlaps,

yes, you can create a report showing the sc_tasks with multiple SLAs.

1. Create a new report based on the sc_task table, and open the condition builder

2. Click on Related List Conditions

3. Click on blue text Greater than or Equal to 1

4. Set the Quantity to greater than 1

5. In the Table field, select Task SLA->Task

Run the query. The resulting list will show all sc_tasks that have 2 or more Task SLAs.

cheers, hope that helps  /Tommy 

[Tommy SN Sahlin · Accepted solution]

The screen shot for step 5 "fell off" and editing posts doesn't work, so here it is:

5. In the Table field, select Task SLA->Task

Run the query. The resulting list will show all sc_tasks that have 2 or more Task SLAs.

cheers, hope that helps  /Tommy 

[jlaps]

Thank you, this helped. I had not even considered using that feature, and to be honest, I have never used it... now I have a valid example of what it is for, and I like it!

Thanks!

[Tommy SN Sahlin]

Hi jlaps,

glad to hear it! 🙂 Please mark my responses as "Helpful" and/or "Correct Answer" if they helped you out!

cheers  /Tommy