Resolution SLA Report for the last month

[Shital18]

HI All,

Could you help me please. i need to create an SLA report for the Resolution SLA for all tickets for the month of December 2021.

i want to group by has breached and i want to make sure i dont capture any ticket which is in a state of cancelled.

i had created a report which i thought was correct but now looking at it i think i may have got something wrong. this is my report settings below:

table = task_sla

type = list

group by = has breached

My Filter Options:

- Breach Time on Last Month AND

- SLA Definitions is P1 OR

- SLA Definition is P2 OR

- SLA Definition is P3 OR

- SLA Definition is P4

Would you mind letting me know if i have done this correctly or if it is wrong and if wrong what's the best way to capture the following:

1. group by has breach

2. for all tickets created in december 2021

3. excluding any tickets where it is in a state of cancelled (please note i refer to the incident state cancelled not the state or stage of the SLA itself)

[Andrew_TND]

Hi,

I would say this is the correct logic... However, I'd remove the created last month because it could skew the data.

[Shital18]

Hi Andrew,

thank you for your reply, i dont have a created last month but a Breach Time on last month - could that skew my results? ive included a screenshot below of my exact filter settings.

ALso i noticed one thing an incident record could have multiple resolution SLA's attached to it over time from when it goes P4 to P3 etc, so i thin kthe results i am getting are more than i should expect because of all the SLA's is that a possible situation?

for example if i run an report on the incident table for all ticket resolved or closed for the month of december it comes to around 1700 records but the SLA report results in over 3000 records. i wonder why that is.

[shloke04]

Hi,

Please configure your report as shown in below screenshot to achieve what you are looking for:

Filter condition you need to dot walk in from task as Task.State is Not One Of your Canceled states you want to select

AND

Created on choose between as a Operator and then select as 1st December 2021 to 31 st December 2021 

Run the report.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[shloke04]

Result below:

Make sure the report is run on "task_sla" table.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke