Report for SLA for each groups hoppings

[ramesham]

Hi,

I need help in creating the report for Incident SLA. We need a report which has the SLA for all the hopped assignment groups of a particular ticket for last 1 year.

For ex : 1 tickets moved to 5 groups. How much SLA spent on each group for the ticket is required. 

Which parameter we should select for creating the report.

[Mark Manders]

If you don't have that SLA in place yet, you can't report on it for historic data, because it isn't captured and even an 'SLA Repair' won't work, because it will just check on the group it is currently on.

You could check if there are any PA indicators (if you have PA) for SLA on which also incident breakdowns are created.

What could work is creating a database view between the assignment group metric (if you have that in place), and the task_sla/incident_sla table, so you can see the total time and time within that total time it was with a group.

Next to that: challenge the requirement. An SLA is an agreement between your company and the requestor and for that it shouldn't matter where the delay was created. 

[Dr Atul G- LNG]

Hi @ramesham 

If you want on groups wise, then you need to add OLA. From SLA you cant get this information directly. Also you can create the metrics which can tell you the groups movement and then you need to analysis it manually. Metrics did not work on histric data.

[Mark Manders]

@Dr Atul G- LNG 
Hi Atul, 

Just for my understanding, because I have seen this answer before, I always thought that 'SLA', 'OLA' and 'Underpinning Contract', as types of an SLA Definition were just that: a type to classify the definition and it could make it easier to report on, condition wise.
But an OLA is just an SLA Definition, so where is the difference that this information can be fetched from an OLA but not from an SLA? Or are you referring to the definition of OLA vs SLA and that for good practice the SLA Definition should be created as 'OLA' type?

[Dr Atul G- LNG]

Hi @Mark Manders 

OLA we can linked for specific group where SLA is overall for Incident and this make it different.