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.

[JosephW1]

Unless I'm missing something, GTSNOW's comment is incorrect.

The Task field simply references the task itself. The Task table houses the various "task types", which includes INC, RITM, PRJ, and more, but not all users necessarily think of these records as "Tasks". An INC turns out to be a record in the Task table.

So dot-walking from the Task SLA table (or a database view of it) into the Task.Assignment Group is only giving you the Assignment Group field of our task(probably an incident regarding the current question). That field turns out to just be the most-recent value, and it's already been illustrated prior to GTSNOW's comment that this value doesn't necessarily relate to the group that actually breached the SLA.

Unless I'm mistaken, I don't think that will give users what they're looking for here.

[GTSNOW]

You can also check "Incident SLA" Table which is joint of Incident and Task SLA Table.

In order to capture best method of SLA. You can create a field called TASK group on TASK SLA table and with the help of BR , you can populate the task field which will capture the group from assignment group. You also need to create a Boolean field on Incident   form as "Group Changed". Which should be checked once assignment group is changed. In SLA definition Reset when Group changed is True, this will create each SLA for a group. This is really helpful as per reporting.

[dianemiro]

Hi Neetika,

You can achieve this by using the report configuration below and then add on the slush bucket the Assignment Group at Breach.

Let me know if this helps.

[neetika]

Hey Diane,

I did not find these fields in my Task SLA table- Assignment Group at Breach and Assigned To Group at Breach.

I am using Helsinki version.

WHich version is this on or these are the custom fields on task_sla table??

[dianemiro]

Hi Neetika,

Yes. It's a custom fields on task_sla table referencing to User and Group tables. Add a BR to track Assignment Group and Assigned to.