Good afternoon experts,
I am attempting to generate a report which captures all SLAs which have passed the "80%" threshold mark.
When dealing with Incidents, these are the measurable SLAs:
- Incident Response
- Incident Resolution
And if you breakdown Incident Resolution by Priority, you have the following:
- Resolution Priority 1 (4 Hours)
- Resolution Priority 2 (1 Business Day or 10 hours & 30 minutes)
- Resolution Priority 3 (3 Business Days or 31 hours & 30 minutes)
- Resolution Priority 4 (5 Business Days or 52 hours & 30 minutes)
What metrics/filters should I be using in order to capture any incident that has passed the 80% threshold for all resolution SLAs?
The image above allows me to filter based on a static given metric. However, I need to identify a method/rule/metric which is dynamic and differentiates between 80% of 4 hours or 80% of 5 business days and capturing them both respectively.
Is there a metric? or a Data table I should be referencing?
Thankyou all.
Hi David,
You have to collect scores from the incident_sla table. Then add the following condition:
This is the short version of the answer. If you have additional questions, let me know!
Martijn
Hi David,
You have to collect scores from the incident_sla table. Then add the following condition:
This is the short version of the answer. If you have additional questions, let me know!
Martijn
