table name to fetch incident SLA

[Deepa12]

Hi,

Is there a table name to fetch below information on last 6 months tickets:

•  
• 1) What is the average monthly % of time elapsed before a ticket arrived in particular assignment queue for final resolution?
• 2) % of tickets routed to this queue after 2 hopping over total tickets arriving to this queue. 
• 3) Monthly Average % spent time on tickets on overall lifespan of Critical, High, Medium and Low tickets 

[Mark Manders]

1. No. You will need to check if you are collecting that data through metrics/PA and see if you can create some kind of report on it, but I think it will be hard, because of your very precise requirements that still sound very general (is this just the time from creation until it is assigned to the last assignment group?)

2. Please define what you mean with 'queue'. Is that just the group? But tickets have reassignment counts, so you should be able to filter on that (use PA for percentages, because otherwise you can't have it in one report, because you can't make the distinction between 'more than two' and others)

3. Depends on what you are recording. Do you have time writing on task level? Because otherwise it will be impossible to track spent time, unless you mean the duration which you could get from SLA records, but that's not time spent, that's just the time that a ticket was open.

[Dr Atul G- LNG]

Hi @Deepa12 

"Your requirements are quite broad, which makes it difficult to provide an accurate response. I suggest breaking down your requirements into smaller, more specific parts. That way, it will be easier to determine the best solution for each

• 1) What is the average monthly % of time elapsed before a ticket arrived in particular assignment queue for final resolution?

Atul: There is no direct way to achieve this. You'll need to use the Metrics, Incident, and Task_SLA tables together to get the required data.

• 2) % of tickets routed to this queue after 2 hopping over total tickets arriving to this queue. 

Atul: There’s no direct way to achieve this. You’ll need to create a metric that tracks the group(s) through which the ticket has passed. Then, create a database view that joins the Metric and Incident tables to get the required results. For percentage-based calculations, you'll need to use Platform Analytics.

• 3) Monthly Average % spent time on tickets on overall lifespan of Critical, High, Medium and Low tickets 

Atul:For this, you can use only the Incident table and utilize the 'Resolved Time' field, which is available out-of-the-box (OOTB). Calculating percentages isn't possible in standard reporting. To achieve this, you'll need to use the Platform Analytics feature and then generate the report from there.