Hi,
I'm trying to create a report to show how many problems breached RCI SLA in FY22. The conditions I've got are as follows:
Table: problem_sla
Type: List
Group by: Has breached
Opened after 30-09-2021
SLA definition is Problem P3 - RCI_1
(and other conditions specific to the business)
The problem I'm running into is that this report is picking up the problem record more than once if a problem record has A) been 'Reanalysed' or b) Priority has changed.
An example is where a problem record is initially opened as a High priority and so SLA definition Problem P1 & P2 - RCI_1 is automatically assigned and the SLA timeframe is 30 days. Then the next day, the priority is updated to Medium which then 'Completes' the previous SLA and marks it 'Has Breached - False', it then assigns a new SLA task of Problem P3 - RCI_1 and starts the timer again but at 60 days for a Medium priority. Let's say that this problem is then moved to 'Fix in Progress' a few days later, it will then mark the new SLA as 'Has Breached - False' and create an RCR SLA task. This issue with this is that when I report on SLA definitions having breached, this problem record will be put in the report twice because it has two RCI SLA tasks, both of which state they didn't breach SLA. This then results in my data being incorrect because it's presenting as two problem records when in fact there is only one.
The other issue this poses is if instead of changing the priority, the problem is 'Reanalysed' after it has been moved to 'Fix in Progress'. Let's say this problem record did breach it's RCI SLA so it shows as 'Has Breached - True'. It's then moved to 'Fix in Progress' which stops the RCI SLA and creates a new one as Problem P3 - RCR_1, then someone 'Reanalyses' the problem record, so it stops the RCR SLA and creates a new RCI SLA. Let's then say that the second RCI SLA is not breached and it's again moved to 'Fix in Progress'. What I would be left with is as follows:
Problem P3 - RCI_1 - Has Breached - True
Problem P3 - RCR_1 - Has Breached - False
Problem P3 - RCI_1 - Has Breached - False
Problem P3 - RCR_1 - Has Breached - False
This then leaves me with a report that shows 1/2 problems have not breached RCI SLA.
I'm trying to find a table that I can use to create a report off of 'Original Breach Time' and give me the capability to remove SLA tasks from reporting where there is already one present for a particular record.
An example can be seen below. I hope this makes sense, any help appreciated. Thanks!
