Hi,
I'm looking for an easy way to create a report which will pull various fields from the Incident table. That part, I know how to do. But, I also need to create a field in the report for each incident that list whether the incident's SLA was met or not. Ideally, I'd like the cells to have "Met SLA" or "SLA Not Met" in them for that column.
I did see that there are 2 reports already created OOB: one for 'Achieved SLAs by Type' and another for 'Breached SLAs by Type'. I also do see the AND/OR logic used to create these reports. The first thing I noticed is that you need two separate reports to achieve this goal, but that defeats my objective of having one report that lists whether each incident either met of breached its SLA. And, it doesn't provide a field value (e.g. 'Met SLA') like I want above. The 2 separate, canned reports effectively filter the results. So, is there an easy way to configure this desired functionality?
I need to pull some data out of other tables besides the Incident table. So, I'll ultimately end up using a Database view as the back-end table for the report. But, I don't think using a DB View gets me anything in terms of additional functionality for my SLA needs. The other thought I had was to create an incident metric that duplicates the OOB report logic. However, I would want one metric that captures whether the SLA was breached or not, not 2 separate metrics.
Is my request doable within the context of creating a metric? Or, would more complex scripting be required?
Thanks in advance for whatever guidance you can provide.
Regards,
Scotty
