Report on Assignment Group that breached SLA instead of the last Assignment Group which Resolved.

[SRJ1]

Need some help, O Wise Folks. I am a newbie.

I have Incidents flowing through multiple Assignment Groups. I need to report the name of the Assignment Group under which the SLA breached. 

Example: I have 4 Assignment Groups A, B, C, D. If the Incident was ultimately resolved by D. However it already breached SLA in B.

How do I get a report listing B is the one that breached SLA?

Any pointers will be greatly appreciated.

[AndersBGS]

Hi Srj,

Just to comment on your thought/report structure, I don't think it will benefit you...

In regards to your example, if group A and B had the ticket 99,5% until breach SLA, but just managed to send it further for group C, then the report you're asking will say group C breached the SLA, even though they actually didn't.

According to table, the Incident_SLA will not provide the value that you're asking, due to it will be with updated assignment group. 

What is your  goal and what do you think that you will benefit from this report? 

As an additional comment if you would like to continue the path that you're on, please look into the following link: community.servicenow.com/community?id=community_question&sys_id=ed6003dbdb2e5340a39a0b55ca9619fa

If my answer has helped you in achieving your goal, please mark my answer as helpful or/and correct solution.

Best regards

Anders

[SRJ1]

Anders,

You are correct. However our team leads want to see all INCs that came in and breached in their Assgn Grps. They will then do the necessary research to weed out the ones that breached due to "late" re-assignment from the previous group.
So this report will be the starting point of this discussion.

Looks like I may need to work out a report showing which Assgn Grp sat with the max time for the Incident, as well. But that is going to be another question from me on this forum.

Much appreciate any help on the first question.

I will look into the community thread you have quoted. Thanks.

[Snehal13]

Great point, Can we report on the tickets that were sitting with a assignment group until a certain range say 90% until breach time  and then got reassignment to a different group where they actually got breached ?

[AndersBGS]

Hi @Snehal13  and @SRJ1 , 

I would recommend you to look into a OOTB solution which will accommodate what you're looking for: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-level-man...

f my answer has helped you in achieving your goal, please mark my answer as helpful or/and correct solution.

Best regards

Anders