How to report on Resolved Incidents with Breached Resolution SLAs without using report filters?

ayushaggarw
Tera Contributor

yesterday

Hi everyone,

I have a very specific reporting requirement and I am trying to figure out the best practice for implementing it without creating technical debt.

The Requirement: I need to provide a list/report that shows the following:

  • Only Resolved Incidents.

  • Where the specific "Resolution SLA" has breached.

  • Displaying specific columns: Incident Number, Resolution Code, SLA Name, and Has Breached.

  • The Catch: This dataset must load automatically without any condition filters applied in the Report Builder or List View UI. The users just want to open the report and see the exact data with zero filter breadcrumbs at the top.

My Current Approach (Custom Database View): To achieve the zero-filter requirement, I created a custom Database View joining the incident table (prefix: inc) and the task_sla table (prefix: tsla).

To force the data at the database level, I hardcoded the conditions directly into the Where clauses:

  • incident Where clause: inc_state = 6

  • task_sla Where clause: tsla_task = inc_sys_id && tsla_has_breached = 1 && tsla_sla = 'HARDCODED_SYS_ID_OF_RESOLUTION_SLA'

I also restricted the View Fields so it only outputs the exact 4 columns needed. Building a report on this view works perfectly and requires no UI filters.

My Questions:

  1. Is hardcoding a Sys ID in a Database View Where clause considered a bad practice here, even if it achieves the exact requirement?

  2. Is there a better way to achieve a zero-filter result using the OOTB incident_sla view, or does using the OOTB view strictly require adding UI filters on the report?

  3. Would it be better long-term to write a Business Rule on task_sla that checks a custom "Resolution SLA Breached" true/false field directly on the Incident table?

Any insights on the best architectural approach for this would be greatly appreciated!

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AlpUtkuM
Mega Sage

39m ago

What's the business rationale to have zero filter reports? By creating database view, you are already creating tech debt. You should push back on this "zero filter" requirement as It does not sound plausible.

 

Also, you could create the report on task_sla table with desired conditions (filters)  on list view and favorite that r report. By doing this, when users click on favorited report, the report will show up.

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