SLA Report for specific Assignment Groups under Incidents, Service Catalog and Problem tickets

[Vijay108]

I would like to create 3 reports for Incidents, Service Requests(SCTASK) and Problem tickets. Eg: I need to show the number of SCTASK items which missed the SLA for my set of assignment groups(approx 10). I'm not able to add the assignment group as the filter on task_sla table and unable to check Response and Resolution SLA on sc_task table. Our company has more than 300 assignment groups so I need to filter by assignment group.

I tried keeping the Assignment Group as an interactive filter, but its cumbersome to type all 10 assignment groups every time.

[Joaquin Campos · Accepted solution]

Hi Vijay,

Not sure if I understood correctly your question. Anyway I hope this information is useful.

I'm assuming that for SC_TASK you have defined specific SLA as it doesn't come out of the box. Once you've defined it, for catalog tasks your report needs to be based on SC_TASK_SLA table and there you can check if SLA was breached and the assignment group of the catalog tasks.

For incidents and problems would work the same way, but refering to specific SLA tables: "incident_sla" and "problem_sla"

Hope it helps!

Joaquín

[Vijay108]

Thanks Joaquin