SLA report on incident

[Shivani_singh]

Hi all, 

i have to show a report to the clients.

I'm not sure how the condition will work here
SLA Compliance: Show the percentage of incidents resolved within SLA targets versus those that are overdue.

SLA Breach Trends: Identify trends in SLA breaches over time to understand and address recurring issues.

Also, what should be best practice here,

whether to show report for both response and resolution targets, or only for resolution

Please let me know these things

Thanks

[Hemanth M1]

Hi @Shivani_singh ,

You have to report on task_sla table, May find some of these repports out of the box

Have a look here and tweak per your requirements.

Hope this helps!!!

[Hemanth M1]

Hi @Shivani_singh ,

You can either use task_sla or incident_sla DB view as Anders suggested (this is a drill-down table on task_sla to incident table and also gives you all the fields on both task_sla and incident table to use).

If you need more robust reporting, go for performance analytics (FYI: its licensed plugin).

Here is an example of how you can start approaching this 

1) SLA Compliance: Show the percentage of incidents resolved within SLA targets versus those that are overdue.

If you use task _sla table, apply filter > task type is incident, group by has breached field, and you can also apply task state is resolved or closed. (This also gives you a percentage by default.)

Report Type: Donut

2)SLA Breach Trends - Incidents

Report Type Trend

Per Month

Trend By Breach time

Hope this helps!!!

[Shivani_singh]

Thanks for the help.
But what if we want to do only for resolution or resolve then how to do.

[Dr Atul G- LNG]

You can add filter condition sla type = resolution or response.