Incidents that spent more than 100% SLA in my GROUP

[Dirk1]

Hi all

I want a report that shows an Incident that spent more than 100% of the SLA time in my group. 

Report table = SLA Breakdown by Assignment. Conditions as per attachment.

This produces a report that shows each time an individual in my group uses up more than 100% of the SLA time.

So it would be missing the instances when say 2 people work on the Incident and person 1 uses 70% of SLA and person 2 uses 60% of SLA = 130% of SLA used by my group. Can I capture this as well?

Thanks

[Community Alums]

HI Dirk,

I think that exists OOTB if you are already using Performance Analytics  in the form of Incident SLA Management dashboard

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Dirk1]

Hi Sandeep

no, none of those reports meet my requirements.

[Josh Cooper]

It's definitely possible, but may take a little work, but some of the work is already done for you.

Take a look at the Metrics for incident, for example.  There's one already in place (may need to be activated) called Assignment Group (in Metrics -> Definitions).

When it's activated, it'll count up how much time is spent total in the Assignment Group already (as long as it's not reassigned outside of the group).  So if it bounces around within the group, the seperate Assigned To metric will update, but the Assignment Group metric will continue to count.

However, if you need to count instances where it bounces out of the group and then back IN, then you'll need to add scripting to handle that. (Apologies, I used to have that script, but now I'm not able to find it!). The idea was that you create a metric with a script calculation that runs when the incident closes, does a GlideRecord query back to the Metric Instance table, and just creates a new entry "Total Time of Possession - Assignment Group" for each different Assignment group value, where duration is just the sum of individual "Assignment Group" durations.  E.g.  if you have an Assignment Group metric for Network for 2 days, then Server for 3 days, then Network for 2 days, then when the incident closes, the new metric would give you a metric instance of Network - 4 days, and Server - 3 days.

Anyway, once you have that, you just need a way to say if the Metric Instance for that metric for an incident is greater than the duration of the SLA, then show it.  That may be possible with a filter command directly in reporting, but it's more complex... worst case, you can solve it with ANOTHER metric definition like "Single Team SLA Violation" that gets set to True if the value is higher for a single team, and logs the team name.

So all in all, it's possible, but it'll take some work. Unfortunately it's not something you're able to point and click for out of the box, but it's not too bad. 

Hopefully that helps!  

[Dirk1]

Great thanks Josh.

Before I tackle re-assignments I'm still missing something straight forward on the first step. 

I know the metric in turned on and I can see the 'total percentage of sla duration' it was sitting with a particular group on the Incident (refer 2nd attachment - 150%). The data is there I just don't what conditions to use on the report to show it.

My report (re. attachment) in the column 'Percentage of SLA duration' is just showing how long each assignee spent not the group as a whole.