PA report: "Number of open and overdue incidents" showing cancelled tickets

[Royal Sirrine]

When pulling the PA report, Number of open and overdue incidents I am finding that the report is showing "Canceled" tasks on the incident table on the report too. I cant seem to find the option to filter these out so that they do not show up in the calculations. New to PA, but should be able to follow. If not, I will ask follow up questions. 

[sachin_namjoshi]

You are using wrong indicator source in your indicator.

Your indicator source Incidents.SLA.Open is pointing to incident_sla table instead of incident table.

You need to update indicator source which uses incident table.

In your case, you should use below type of indicator source

[sachin_namjoshi]

Your indicator source looks fine.

Can you run your PA job which uses your indicator to see the results?

You can do this in sub prod instances.

Regards,

Sachin

[Richard Lawson1]

Not sure this is still a question as the post is from a few months ago, but I ran into the same issue and here is what I found:

The facts table for the 'Number of open and overdue incidents' is incident_sla, not incident.  The conditions are it has to be an SLA, Stage is not canceled, Opened before today, and Resolved is empty.  I'm guessing there is another SLA attached to the record that was Completed or Paused (not canceled), and because the incident was ultimately Canceled, the Resolved date/time stamp didn't get populated on the incident record.  It also means I think that the SLA definition does not have a cancel condition if the incident is canceled; you might have 'Canceled' as a stop condition instead.

Hope this helps.

Cheers,

Rich

[Tony K]

I just came across this today as well. When an incident is cancelled technically the SLA is "complete" hence why it shows up. The resolve by person/date are left empty. I ended up adding another condition incident state is not canceled. That took out a few hundred canceled incidents. Personally I would rather be resolving the incident because it still takes someone's time to review and cancel and then the service desk isn't getting credit for still having to process that much work, but wasn't my decision.