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09-23-2016 01:26 PM
Just an FYI on this as we went thru some SLA reporting needs recently....
The task_sla breach information will pull current values when running a report...where this is a problem would be...
Agent 1 breaches the SLA....and then assigns to Agent 2....running a report after it has been re-assigned will show a breach for Agent 2....the task_sla table does NOT store who was the assigned to (or assignment group) at the time of breach.
At least that's what we found in our experience. I added a couple of fields behind the scenes on the task_sla table and made the value assignment in the SLA workflow at the time of the breach...at least we have correct info for the first time it was breached.
Hope this info helps somebody....
ML