Show cases that only contain specific SLA Definition

olivia13
Tera Contributor

‎10-20-2023 06:29 AM

Hi all,

 

I am new to reporting and would like to run a report that shows Cases that do not contain the 'Z_ORT_Manual' SLA Definition. When running a report under Task_SLA table to filter out SLA definition = Z_ORT_Manual the report only filters out the Z_ORT_Manual records for cases, so it is not accurately depicting cases that do not contain this SLA definition at all during the entirety of a case. Ideally I want to get a percentage of cases that contain Z_ORT_Manual and cases that do not.

 

Any help on this would be appreciated, thanks.

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AndersBGS
Tera Patron
Tera Patron

‎10-20-2023 12:24 PM

Hi @olivia13 ,

 

First of all, create the report based on the task_sla table with the following condition to filter out "Z_ORT_Manual".

Change "P1 Resolution 1hr 24x7" out with "Z_ORT_Manual"

 

AndersBGS_0-1697829516599.png

 

This will remove all the Z_ORT_Manual from your report.

 

If you only would like to see for some specific task/table, then you need to add in a condition e.g. 

AndersBGS_2-1697829825995.png

 

Next, you can run a bar chart to get the different SLA defintions in percentage. e.g. 

 

AndersBGS_1-1697829678624.png

 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

Best regards

Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

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