How to Create report of Open incident tickets by priority and SLA status ?

[Amol adsare]

Hi,

How to create a report of Open incident tickets by priority and SLA status in Donut (per priority per SLA).

Thanks,

Amol

[sachin_namjoshi]

Configure below report.

You will need to report on incident_sla table and add two group by parameters. 

1 for priority and another for SLA stage

Regards,

Sachin

[Tom Sienkiewicz]

That is a bit more complex, I think.

Unless you have some custom field "Sla Status" on Incident table which gives you the ready value, you need to consider this:

• One Incident can run many different SLAs. Which SLA Definition(s) are you interested in?
• Donut Report will not be able to do the "per Priority, per SLA" distinction since it offers 1-dimensional breakdown. You would need to use e.g. a Bar chart where you can use Group by Priority and then Stacked by SLA status, for example.
• Probably the right table to use as your report basis would be the Database View "incident_sla" where you have both SLA fields and Incident fields to use. Since Incident SLAs are pretty much defined by Priority, you might be able to just ggoup by SLA Definition, but that depends on your config.