Percentage of SLA - Resolution SLA Report

[Mike Cory]

Hi,

I'm trying to run a report to show the Incident SLA Percentage for a Resolution SLA per IT Group.
Running report from the Incident_SLA table
Group by "Has breached"
Conditions:
Created on Last month
SLA definition contains resolution
Stage = Completed

Display data table
Aggregation = Count

The report includes all IT Groups. I would like for the data table to show percentages for True/False that add up to 100% for each group, rather than a percentage of the total for all groups.
For example, the report currently shows Group ACME has 80 false breaches and 20 true breaches but the Percentage of Incident SLA shows a percentage based on all groups when I would expect the percentage to show 80% False and 20% True for that group and the same for the other groups. Is that possible in a report that includes all groups?

[DJL2]

Hi Mike,

The best way to approach this would be to use Performance Analytics "PA".

You would:

1. Create an Indicator of all Completed SLAs
2. Create an Indicator of Completed SLAs + Condition: Has Breached is true.

You then create a Formula Indicator, where the calculation is: (2) divided by (1) = Compliance %

Your 'IT Groups' would be Breakdowns.  So, for your purposes you would then create a Scorecard widget which displayed the SLA % with the Breakdown 'IT Group' selected.

The beauty of PA is that you can determine the frequency of collection, ie: daily, weekly, monthly.  Then, once configured, your Indicators will update at each interval.

Thanks,

DJL

[Mike Cory]

Hi DJL,

Thanks for the information.  We don't have PA.  I ended up exporting the SN Data into excel and running formulas to get results and display in chart.  

Thanks,

Mike

[Adam Stout]

Did you review the available OOTB content for SLAs before building your own?

[Mike Cory]

Hi Adam,

Yes I did.  The request is to show percentage of Made SLA vs. Breached per team.  I did not find any OOB content that shows that break down and we don't have PA.  I ended up exporting the SN data into excel and running formulas to display percentage breakdowns in Chart.

Thanks,

Mike