Help with removing duplicate incident

[Natascha_Spijke]

Hi there.
I'm tasked with creating a report that shows the business elapsed percentage as well as a lot of other information.
Unfortunately I can not add the business elapsed percentage if I use the Incident Table
I therefore use the Incident_sla table.
Unfortunately, this gives me duplicate incident numbers.
Every time the priority has changed a "new" SLA is started.
I only need to see the SLA as a whole from start to finish and not one for prio 5 one for prio 4 etc.

This is the setup of the current report that shows no SLA and doesn't come with the Business elapsed percentage option:

This is what I mustered up so far that does give me the business elapsed percentage column as an option but...
It also gives duplicate incident numbers.

Now, I have tried to add the condition Stage is not canceled.
However, newly received incidents by mail enter with a priority 5 and get canceled.
To counter that I tried adding a condition Incident.stat is new and stage is canceled.
Still receive duplicate numbers, not every incident with the state new remains on priority 5 so wil have a canceled and an in progress sla.
Tried to add active is true, found out there are incidents that are in progress but that have one, or more canceled sla.

I'm at my witts end.
Can some wizard help me please.
We run on London.

[Tony Chatfield1]

Hi, I suspect that you may need to review your requirement verses SLA functionality and structure.

Multiple SLA’s may be valid for a task during it’s life-cycle and the business percentage of each SLA would be correct, but only within the context of it’s relationship to the tasks life-cycle.
So the multiple record results you see are expected when the task life is assessed a whole, but if you try to merge\combine or filter out records then the resulting report would probably be incorrect\misleading.

 If your business needs a business percentage report of this nature they may need to define the requirements clearly and implement priority independent OLA to deliver; Although my opinion is that this would also be misleading, as SLA metrics are very much dependant on priority.

 Perhaps the first steps is an assessment of the underpinning requirements\drivers and the expected outcome\use of the report.

Not sure if it will help but Metrics Instances provides an OOB create to resolve duration for Incidents.