Report with SLA average time that spent per group

[MR Carvalho]

Guys,

I would like to create a report with SLA average time that spent per group, por example:

"INC0001" SLA business elapsed time total was 8 hours, but I don't know with groups that time was spent.

So, I need the information like that, the INC0001 was spent 2 hours with group A, 3 hours with group B and 3 hours with group C.

Is that possible?

Thanks.

[Mark Manders]

Check the metrics for assignment. There is no direct relation to SLA and the assignment metrics, but if really needed, you could create a database view since the incident is available on both tables.

(this is assuming you don't have PA, because if you do just use that).

If my answer helped you in any way, please then mark it as helpful.

Mark

[kwh311]

I am trying to accomplish the same. How can we create such an indicator in PA?  

I am not an admin, but I do have pa_admin and report_admin roles. 

[Mark Manders]

On my PDI I have the OOB 'Total resolved Incident SLA tasks' indicator. It already has breakdown on 'assignment group'. I don't have any demo data to check if this is already sufficient for your query, but please check on you instance if you have the same.

It should at least give you a start.

If my answer helped you in any way, please then mark it as helpful. If it resolved the issue, please mark it as correct.

Mark