SLA per Assigned Group

[rafael_merces1]

Hello everybody,

I posted something similar on another thread (that was not answered), now what I am looking for is more a brainstorm regarding a question:

As I said, there are some requirements regarding Incident SLAs and the groups involved on the solution of a ticket. The requests are:

a) Identify which one was the group that took most time of the SLA and, consequently, was the mais responsible for the SLA breach.

b) Which was the group that ws working on the ticket by the time it breached.

c) Sum and average of time spent on ticket, per group, of the groups that SOLVED the ticket.

d) Sum and average of time spent on ticket, per group, of the groups that DID NOT SOLVED the ticket, but worked on it.

Discussing with some friends of mine, we could think in some things, but I would like to know from you if this is the best approach, or if anyone ele had a similar request:

a) Currently the SLAs are assigned per Incident item. We could stabilish OLAs per group and count them too on the incident.

b) To calculate these sums or averages, I could only think on a Custom table (where I would store this information) + a Business Rule that will run on the change of the incident state to "Resolved" (our SLAs stop condition) and that will perform some queries on the OLAs generated on this incident and insert on this custom table.

Not sure of how to proceed about request b.

Also, I am not thinking about metrics right now, as the metrics only account total time, not business time, and they do not consider, either, the amount of paused time.

What you guys think? Does this seems to be the best solution? Have you ever done something similar to this before?

[rafael_merces1]

Anyone?

[HV1]

Not sure if this would help you directly, but I was able to create separate SLA tasks everytime the group changes on the incident record.   This way I can get the time spent by each group each time.   Once this is done, if you want to get the total time by each group, you can design a report on SLA Task table and group by the Assignment group field.

Check my post: How to design to create new response SLA tasks every time the assignment group changes on incident.

- Hardik Vora

[rafael_merces1]

Thanks Hardik. I will take a look on the article and come back with my considerations.

[rafael_merces2]

Hi Hadik,

Thanks for your suggestion. Our solution was to define a specific SLA per Group (for our windows) and then create some business rules to identify the groups responsible by the SLA breach.