SLA - Possible to report on 'Assignment group' assigned when SLA Task record breached SLA (Breach = True)?

[henrikloman]

Is it possible to report on 'Assignment group' assigned when SLA Task record breached SLA (Breach = true)?

In other words, if I would like to know which Group was assigned to a record during the moment of breaching then what is the best way to extract this information?

Grateful for advise:)

H

[Nitin_NOW]

Did you try to run a report on task_sla table? I think that should give you the fine results of Assignment groups when the ticket was/moved to Breach state.

Please let me in case of any concerns or questions. 

Please hit correct based on impact of response.

Thanks!

[henrikloman]

Thanks Nitin!

[Jaspal Singh · Accepted solution]

Hi Henrik,

OOB there isn't field that captures Assignment Group when SLA was breached. All you can do is to get a Breach Assignment Group field created on Task_sla table & then create a Business rule on Task_sla table that runs when Has Breached changes to True & then capture the Assignment Group field value in Breach Assignment Group field.

Thanks,

Jaspal Singh

Hit Helpful or Correct on the impact of response.

[henrikloman]

Jaspal, big thanks for confirming not as OOB - Your idea sounds good so will pursue it:) Thanks Again!