SLA Breakdown Reports in Performance Analytics

[Mark D]

We have recently implemented a new Plugin called "SLA Breakdowns" which provides a new tab at the bottom of incidents highlighting the duration the incident has been with various assignment groups and at what point the SLA breached.

Rather than analysing one incident at a time we are trying to create a performance analytics reports to show the volume of incidents which have breached by assignment group - Now this isn't as simple as we first think as im just not after assignment group and then look at breached field = yes.

So imagine this scenario:

Incident 1234567 - Lets assume the Incident is a P3 with 6hr SLA definition

under the SLA Breakdown tab it shows the following:

Assignment Group     -     Business Elapsed Time  -    Breached 

Service Desk               -     5hrs 30 Mins                  -     No

Server Team                -     30 Mins                           -     Yes

Network Team            -     20 Mins                           -     No

Now if we simply do a performance Analytics report using the SLA breakdown by Assignment to configure an indicator to analyse the above it is very likely with standard logic it would highlight the Server Team as team owning the breach.......however this is wrong the biggest contributor to the Failure of the SLA is the Service Desk and as such my question is how can I achieve the results Ive listed in this question - any help greatly appreciated - Not sure if we have to somehow look at a max calculation of business elapsed time within a script factoring in dates these occurred if so how 

Thanks in advance everyone 🙂

[Karlie01]

Hi Mark, are you any further forward with this? Thank you. 

[Mark D]

Unfortunately not 😞