Display Breached assignment group for an incident in a reporting using data base view

[Priyanka145]

Hi All,

I want to display the assignment group in which the incident is breached. We are trying using data base view between metric instance table and task table. I am trying to write a logic in where clause like start time of incident sla is less than breach time and breach time is less than end time of incident sla. But I'm unable to achieve it.

Could anyone of you please help me in achieving it or if is there any other approach also kindly let me know.

Thanks 

[Priyanka145]

Hi Saurav, 

In this case, I am seeing has breached true for all the related incident sla's.

Instead of showing has breached true for the one breached record, it is showing for all.

Could you please help me in letting know how can I get the exact record .

[Saurav11]

the has breached will show true for all assignment  which has the same SLA and ahs breached.

The best filter to apply is has breached is true and  Breach time is more than created time(mi_created_on) this will give you list of records so the created time closest to the breach time is the one which had incident in their queue at that time.

Now using OOB setup this is closest you can get if you want a exact solution then you will have to customize it you need to write a BR on task sla table that whenever the has breached becomes true you capture the assignment group at that time in the metric table.

Please mark answer correct/helpful based on Impact.

[Priyanka145]

Hi Saurav,

Thanks for the approach. But when I kept this I am not seeing the records properly for all the incidents. Could you please help me providing the condition where in I could add breach time is more than sla start time or created time in where clause instead of this filter condition

I cannot proceed with BR because I also want to capture older incidents where they are breached along with assignment groups records as well.

If i use BR I can only get for newer incidents.

Kindly help me with the condition in where clause

[Priyanka145]

Hi Saurav,

I am trying to keep the condition in where clause as (mi_id=ts_task) && (ts_start_time < ts_planned_end_time ) && (ts_planned_end_time < ts_end_time), so thought of getting the kind of breached incident group. But I failed.

Could you please let me know if I am incorrect anywhere.