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]

This isn't as simple as it may first sound since you can have multiple parallel SLAs running on any given task. You could have one running by group that gets breached, but another one on the CI that is not breached. Which do you record? When? Why? And if the priority changes from 2 to 3 and now it's no longer considered breached for another team, is it still a breached SLA?

You see where this gets really messy really fast.

[neetika]

Consider it as No priority changed in the entire lifecycle of an incident. It just moves within multiple Assignment Group and SLA is ticking.

We have no OLA's or running by group.

Sla STARTS AS soon as INC gets created (Status - In queue. ) Suppose, SLA Response Time is 15 minutes.

It gets responded (assigned to ABC team) after 15 minutes(on 17th minute) - SLA is breached here .

Now, ABC team realises that it is not related to their group. So they assigned to group XYZ. The same SLA is still running with breached status.

Now, when we report on it, we get that the resolver group is XYZ and ticket is breached. But here, the Response SLA is breached by team ABC.

SO how do we get this information that in which queue it got breached.

[Chuck Tomasi]

Hi Neetika,

Thank you for the info.

As I believe it was noted earlier, you would need to create a field on the incident that checks the SLA status and checks if it is breached every time the incident's assignment group is changed. If it is, it saves the previous assignment group (if the saved value is empty.)   Then as you are reporting on breached SLAs, you can dot-walk from the sla table to the task.u_saved_assignment_group (assuming that's the name you gave it).

Assumptions:

There is only one SLA running on that incident.

Tthat is how you will always be using SLAs on incidents, when they are capable of much more and it puts this answer at risk of future requirement changes.

[neetika]

Thanks Chuck.

That means customization is the only solution in this case.

I am thinking if there is any other way instead of customization.

ANy idea on OLAs?

[GTSNOW]

You can report on Incident SLA table.

Put the TASK group in the selected Columns and filter as Had Breached True.

This will give you a report in which task group are the groups who actually breached the incident when it was assigned to those groups. This is really help full in Response SLA case.