Multi SLA Split Reporting

[hoggy12]

Good morning,

We currently have a report set up to run each month that tells us the number of incidents and the number that made/failed SLA.

What we didn't realise until now, is that within an incident there are 2 SLA Definitions set up, Respond and the Resolution SLA.

The report above, reports a failed SLA if either of these two SLA's are breached, even if the incident is resolved within the Resolution SLA, it is still flagged as a breach.

Is there a way I can report on those that have breached, on which SLA definition they failed?

Thanks

Mark

[Vignesh11]

Hi Mark,

Can you provide the screenshot of the conditions used in that report ?

[hoggy12]

this is the current SLA breach reports...

I am happy if what i need can be done is a separate report, but if it can be included in this one that would be even better....

Thanks

[pieter_goris]

Hi Mark,

when you run the report of the incident table there are some 'dot walk' limitations to get what you want.

Consider to run a report like this:

- of the Task SLA table,

- Group by 'Task.Made SLA',

- Trend by 'Task.Opened'

Using the following conditions

- 'SLA Definition.Type' is SLA. Out of box the Resolution SLAs are of type SLA and the Respond SLAs are of type OLA. Resolution SLAs and Respond SLAs are apples and oranges: it is not logical to have them in one report and counted as if they are the same. For 1 incident you can only have 1 Resolution SLA task, but multiple Respond SLA tasks;

- 'Task.Task type' is Incident;

- 'Task.Active' is false to only report on resolved incidents;

- 'Stage' is not Cancelled, whenever the priority of an incident is changed, the existing Resolution SLA task gets cancelled and a new Resolution SLA task is created based on the new priority.

Hope this helps.

Cheers, Pieter