SLA Breakdonws By State

Jorge Fernando
Tera Contributor

Hello all, 

 

There is any way using SLA Breakdow Definition to breake the SLA not only by Assignment Group and Assigned to but also using by state on incident table? 


1 REPLY 1

Uncle Rob
Kilo Patron

No.  The SLA Breakdown "breakdown field name" seems to have its values restricted via the following....

UncleRob_0-1728998367221.png

 

OOB the ONLY options available are Assigned To and Assignment Group and I believe that's by intent.  The vital essence of the feature is to determine the WHO of SLA time consumption.  And since SLAs are so often started, stopped, and paused based on states, I'm not certain what a state breakdown would provide.


You can STILL get state breakdown information of a sort though...
Here's a quick and dirty one I did that sums the durations for each state based on the Metric Instance table.

UncleRob_1-1728998607245.png