I want to track SLA when the tickets are only assigned in a particular queue

[PARAS_]

I need to query incident_sla table and calculate SLA for a group. excluding the time when the ticket was assigned to other teams. requirement is  to measure the SLA compliance for the duration the ticket was assigned to this team, up until it was resolved.

[nayanmule · Accepted solution]

@PARAS_  ,

You can create a new SLA for attaching to your incident based on the assignment group condition .

In the reset or stop condition you can add a condition like this - 

This will attach the SLA for your incident whenever the specific assignment group that you want to track is changed. It will also calculate the business duration , actual duration,  percentage.

If my response has helped you, mark it as helpul and accept as solution.

Regards,

Nayan

[PARAS_]

Can this be achieved without a new definition? Like using performance analytics or reporting?

[nayanmule]

Well you can do it using metrics table in the backend.  But it would make things complicated.

The best practice do this is doing using SLA's.

It agains depends on your customer requirements.

Regards,

Nayan