report of - In which team sla got breached

[neetika]

I want to report when the sla got breached and by which team.

e.g. Incident is assigned to Group A, ticket got breached here . Then it is assigned to Group B. the ticket will remain breached here so in report we are unable to get by which team SLA got breached.

SLA breached will be marked only under the resolver group.

But we want to report in which queue Incident got breached.

Doing customization and storing the value through script is one way . But Is there any other way without scripting.

Even incident_metric table will not store SLA breach information. Has breached field is on Task SLa table.

Please help.

[Chuck Tomasi]

Have you tried running a report on the task_sla table? You can report on breached SLAs quite easily there.

http://wiki.servicenow.com/index.php?title=Reporting

[neetika]

Yes. already doing that. It will give result of the resolver group but it is not necessary that the incident got breached while under resolver group queue.

This doesnt capture under which queue incident got breached in case of multiple hops.

If Incident is assigned to multiple groups .it will not store in which queue Incident got breached.

[Harry Campbell2]

I think you are still going to tun into issues doing it t he way you want.

If an SLA is at 95% under Team A and they then assign it to Team B

The SLA will breach under Team B but in truth, this is because it was sat with Team A for so long.

We face this issue on a daily basis.

[neetika]

Yes. But you have any idea of how can we report under which queue it got breached.