Task SLA Report

Renjisha
Tera Contributor

‎01-16-2025 03:51 AM

We have a retroactive task SLA. When generating a report of SLA-breached tasks, we encounter scenarios where 70% of the SLA time was missed by one team, but if the task is reassigned to another team, the SLA breach is attributed to the latest assignment group.

Is there any option to identify the SLA elapsed percentage for all assignment groups for a particular task?

 

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Mahathi
Mega Sage
Mega Sage

‎01-16-2025 03:57 AM - edited ‎01-16-2025 04:05 AM

Hi @Renjisha ,

You can run a report on incident_sla table.It should give you results of Assignment groups in which the ticket was breached.

Mahathi_0-1737029099971.png

 



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Regards,
Mahathi

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