Incident SLA Dashboard

[kthorpe]

I am configuring PA as part of ITSM Pro and note that the metrics are based on the Incident SLA table whilst my SLA reporting is based on the Task SLA table.  That was advised by our partner.

What is the difference / use case?  

Thanks in advance.

Karen

[Adam Stout · Accepted solution]

For Performance Analytics, you need to use the view to get the appropriate breakdown information.  As for reporting, there would seem to be a lot more valuable in joining the SLA info with the information in the incident table.  If you need incident data, use incident_sla, if your report will not need it then task_sla is fine to use.  I would probably use incident_sla.  There may be a theoretical performance benefit to task_sla since there isn't a join involved, but if you are missing the information you need, why does it matter?

Did you start with the Incident SLA Content Pack?

[kthorpe]

Thanks for the feedback.