How to create report showing SLA breached by assigned to (incident)

[rfolino]

Hello,

I am trying to make a report that shows Breached SLAs by Assignee. I am using the guide on the wiki but when I go to make the report I am not seeing the grouped by: assigned to. I have showed related fields checked but do not see the assigned to box.

Basically I want to create a report that shows how many incidents have SLA's breached as true per user.

Also if possible I want to create a list that can show me each user and the incident numbers that they have breached.

Thanks!

[siva_dirisala · Accepted solution]

Hello Rodolfo, assuming you are doing the report on task_sla table, you need to dot-walk to the task table to get the assignee. For this, you first need to select "Show related Fields" that will then allow you to do the dot-walking.

[rfolino]

Hello,

When I click on show related fields I don't see the "assigned to" option.

Could you help?

[siva_dirisala]

When you click on "show related fields", the entire list of fields refreshes. Then you need to go to "Task" and dot walk to "Assigned To". Here, the task would be your incident associated with the SLA record.

[Marc A Love]

Just an FYI on this as we went thru some SLA reporting needs recently....

The task_sla breach information will pull current values when running a report...where this is a problem would be...

Agent 1 breaches the SLA....and then assigns to Agent 2....running a report after it has been re-assigned will show a breach for Agent 2....the task_sla table does NOT store who was the assigned to (or assignment group) at the time of breach.  

At least that's what we found in our experience.   I added a couple of fields behind the scenes on the task_sla table and made the value assignment in the SLA workflow at the time of the breach...at least we have correct info for the first time it was breached.

Hope this info helps somebody....

ML