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.

[neetika]

Thanks Diane

This will help in future.

[dave1964]

Hi Diane,

Your response looks very promising however I cannot see the fields you have selected in the "Actions" tab - have these been added somewhere else first, and if s can you please talk me through it?

Thanks

Dave

[dianemiro]

Hi Dave,

This is a custom fields on the table task_sla which references to tables User and Group for Assigned to at Breach and Assignment Group at breach respectively. After creating the 2 fields, create the business rule.

[dave1964]

Thanks for the quick response Diane, however having problems creating the custom fields - still very new to all this... more of an OVMS guy! Will have a word with one of my colleagues unless you can email me the set up from the task_sla table?

Regards

Dave

[dianemiro]

Hi Dave,

Please see sample configuration below: Mark as helpful or like depending on the impact of the response.