How to get the current open Incident count from the Task SLA table

[Danny Barker]

Hello,

I am Trying to run a report to see how many current open breached incidents we have

• I first ran the report below from the Incident table to get a starting point and see the current open Incident count of 898.  

I then ran a OOB Data Source report called “Tasks.Breached SLAs (Task SLA)” as seen below.

• I first had duplicate Incidents showing. Each Incident had several entries as they showed the SLA definition of resolution and response for each priority. 
• This prompted me to set the target below to only “Resolution”

I filtered out the state “ Resolved” and hoped to get the numbers close.   For the state, I also tried to filter out “ Closed” but oddly the number went up over 1,000.

Does anyone know what the magic condition is to see the current open Incident count on this Task SLA table? Once I can confirm the numbers match, I will then add the condition " Has breached" to get my out of SLA totals.

[Steven Parker]

I went to our Incident table and put this filter on it:

Then went to the Task SLA table (task_sla.list in filter navigator) and added this condition to that list:

Both gave me the same numbers.  From the Task SLA list, you can then right click the Task column header, choose Bar Chart and let it build a report for you. 

Then change the report Type to "List", remove the "Group By" on the Configure section and run the report again.  From there, you can add/remove the columns you need.

[AndersBGS]

Hi @Danny Barker ,

If you just want to see how many open breached incidents you have, you should run the report based on the incident_sla database view with the conditions incident state is not on of resolved, closed or cancelled.

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

Best regards

Anders

[Danny Barker]

Thanks Anders.  This was close to what gave me the totals I was looking for.  I ended up having to set additional conditions to "SLA.definition.Target - is not - Response"  as I was getting duplicates that showed both response and resolutions.  I also selected "Stage - is one of - In progress, Breached, or Paused"