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Report on SLA's by HR Service

Alexis Fillos
Tera Contributor

‎09-10-2022 09:39 AM

I am working on building SLA for our HR Cases based on the HR Service. I have two options to build them:

  1. Create an SLA based on each HR Service and name them by the HR Service- This is clearly harder to build, but is easier to report on since I'm unable to find the HR Service when I pull SLA metrics using the [task_sla] table. Naming each SLA by the HR Service would solve this.
  2. I would like to create the SLA's based on time and add the HR Services as the conditions. For example, if the SLA is 1 day for both HR Services "Hire Employee" and "Add Direct Deposit" I would only create one SLA and add those 2 in the condition. This would greatly reduce the amount I would have to build.

#2 would be better, but I'm not able to pull metrics by the HR Service. I found the task HR Service, but nothing appears on the report. Any suggestions as to why or what the solution could be?

find_real_file.png

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Arav
Tera Guru

‎09-12-2022 11:24 PM

Hi,

As you have built the SLAs for HR cases, please add "Task.HR Service [HR Case]" instead of "Task.HR Service [HR Task]" and try.

Thanks,

Arav

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