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.

[krithvik]

Hi All,

I have same issue in my project. We have 3 types of SLAs for which type of incidents. (1 is response and 2 resolution)

To achieve this i have created 2 fileds on TASK_SLA , This fields are auto populating the correct  breached queue after multiple reassignments(I was written BR to populated ).

Here my question is, I want populate same fields in dashboards. Checked mapping of dashboard breakdowns, we can't mapped more than one filed for same fact table(Table).

Kindly any one help us know how to achieve this. If you have any better option plz be proposed.

Thanks in advance.

Thanks 

Krithvik

[Naresh_5120]

Hi All,

I have the similar requirement to find the which group has actually breached the SLA, I have tried above mention suggestion and created the custom fields on the table task_sla which references to tables User and Group for Assigned to at Breach and Assignment Group and later run the BR, however when  I am actually pulling the report, the Assign to at Breach and Assignment Group at breach shows empty. Can any one help me to understand what I am missing here to achieve the results.

[dhanu3]

Hi Naresh,

We have used group wise different SLAs that is when group is changed previous SLA get cancelled and new SLA get attached. So when SLA breaches it shows SLA breach and we consider first group for which SLA is breached in report.