How report 'Incident_sla' display the latest record instead of multiple/duplicated

[MB Ng]

Hi experts,

Understand the SLA definition which create multiple entry when a single incident ticket resolved > reopen > resolved 

Here is my report filter for P1 & P2 SLA definition, is there any way to list out the latest SLA record only in report? for example below want to display latest created P1 Resolution SLA row only instead of 3 rows

[AndersBGS]

Hi @MB Ng ,

In general I would recommend you to ensure that there is only 1 SLA in completed stage for every incident. This can successfully be obtained by modify your SLA conditions on the start, pause, stop and cancel conditions. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[MB Ng]

Hi @AndersBGS , currently incident ticket resolved > reopen > resolved then 2 individual SLA tasks created, any configuration required to do for only 1 SLA in completed and previous SLA task in canceled?

[AndersBGS]

Hi @MB Ng ,

1. Ensure that SLA will pause when resolved - hence it will start again when/if ticket is reopened.
2. Only Close SLA when incident is closed (then it can't be reopened again)

By doing above, there will only be one SLA generated. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[AndersBGS]

If my answer has helped with your question, please mark my answer as accepted solution.

best regards

Anders