How do I connect incident metrics with incident sla?

[ForcedToBeIT]

Howdy y’all,

I’m a fire analyst, not an IT guy, so bear with me while I try to make heads or tails of this data mess. I’ve got a metrics table (incident_metric) that tracks who’s working on incidents, and two SLA tables (incident_sla and u_all_task_sla) that’s got timestamps and some long 16-digit IDs—but no names.  Below is incident 61:

Here’s what I know:

• We use IT’s ticket system to keep up with all kinds of things—hydrants, computers, and whatever else needs fixin’.

• Susan was assigned to a ticket, then passed it over to Jane.

• When Susan assigned it to Jane, the first resolution SLA closed.

• Then Jane resolved the incident, triggering a second resolution SLA.

The problem is, my SLA table doesn’t have people—just timestamps and those long IDs (called sla_sys_id). So how in the world do I connect these two tables to see who was responsible for each SLA event?

I appreciate any wisdom y’all can share. I may know how to put out fires, but this data is burning me up!

Thanks in advance!

[ForcedToBeIT]

AndersBGS, So based on what you told me, the challenge is that when an SLA changes, I don’t rightly know who’s actually responsible for the ticket. In my mind, every change to a ticket oughta have documentation showing a single person or resource that made that change. But in the SLA timeline and other places, I just see “updated by.” I don’t see that info anywhere in the API SLA tables.