SLA BreakDowns by Assigned to

[rlatorre]

We are looking track and report on the usage of an SLA per assigned to user as an incident is transferred. We are having trouble configuring. Has anyone tried using this functionality in PA? If so, what have your results been.

SLA Breakdown Definitions
Added a feature called SLA breakdowns. When activated and configured, you can generate breakdown data for each task SLA record by the Assignment group and the Assigned to field, capturing every user and group that owned the related task, the order they owned it, the amount of time and percentage of SLA duration their ownership consumed, and whether the SLA was breached while they owned the task. SLA breakdowns helps identify which users or groups helped to achieve an SLA or identify users and groups who most contributed to an SLA breach.

[Michael Fry1]

Go to application: Service Level Management > Breakdowns > Breakdown definitions - click on the item that comes out of the box (Incident SLAs by Assignment), all should have to do is add your Incident SLAs you want to get breakdown data on:

If you need one for non-Incidents you can click new, and select the table that aligns with your SLA definition table.

[Sherice1]

Hello rlatorre,

Did you find any solution for this.. Even am trying the same functionality but it doesnt work as required.

TIA