Table Name or Report Name to get incident SLA elapsed % and assignment group details
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08-07-2024 12:27 AM
Hi,
I want to get the list of incidents which had to hop more than 1 assignment group for resolution, along with business elapsed % of each queue.
For example: if there is a medium priority ticket having SLA of 96 hours, out of which assignment group1 consumed 24 hours, assignment group 2 consumed 48 hours, assignment group 3 consumed 2 hours and finally queue which resolved the ticket solved it within 6 hours
Does service now table stores this information which assignment group consumed how much business elapsed time?