MTTR Report with static SLA Definition duration

[MBarrott]

I currently have a report which is an average MTTR per assignment group. What I would like to do is break this out per priority (Critical, High, etc) and include a line graph showing the duration for that application SLA definition (e.g. priority 1 response SLA) so indicate whether on average an assignment group is breaching or under the SLA target. 

Is this achievable on a reporting level? I've tried a drilldown approach but have been unable to find the right conditions to get what will essentially be a straight line across the graph. 

[WillieW]

Have you considered using Performance Analytics for this? Define an indicator on the table SLA results are stored, with breakdowns on group and priority. My developer instance is gone so I can't provide anything more at the moment

[MBarrott]

Hi @WillieW - that's the direction I'm leaning right now. I know we only have PA Essentials so I'm seeing what options I have available. 

[MBarrott]

@WillieW - I experimented with PA but not getting the data I expected. Provided screenshots for my Indicator Source/Indicator and Widget. 

My goal was to have the Assignment Groups on the x axis, average SLA resolution on the Y, with a reference to the contract SLA duration going across. Maybe that isn't achievable? PA is a new area for me. 

For this I focused just on incidents:

[AndersBGS]

Hi @MBarrott ,

You need to put some time condition in - Otherwise you will capture everything with resolution SLA in the incident_sla database view.