SLA Report Percentage

Max Lin
Tera Contributor

‎03-03-2022 06:20 PM

Hi All! I need some help here.

We have 109 Assignment Groups and would like to get a report of
Past 3 months, total tickets vs breached SLA (has breach in incident sla) and the percentage of breached. Broken down into the 109 assignment groups. 

This is rocket science to me. Anyone can help please?

Thanks in advance so so so much.

 

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Karun S
Giga Contributor

‎03-04-2022 03:09 AM

Hi,

Total Tickets v/s breached tickets can be reported using 2 separate tables via the "Data Source" in the reports. Create 2 reports - Total tickets and SLA breached tickets. For Total tickets, I believe it's resolved tickets by the team and hence I am considering the same.

On any of the table use the following conditions:

"has breached" = TRUE and

group by = "assignment group"

 

Let me know if this helped.

 

 

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Mads Jensen
Tera Contributor
In response to Karun S

‎07-25-2022 05:53 AM

Thanks a lot, but I only get the percentage per Assignment group compared to ALL tickets breached SLA / i.e. 100 tickets has breached SLA, group1 has 15 tickets / 15% of these, and so on.

Instead I want the percentage of breached SLA compared to all tickets within each Assignment group. In other words: How many percent of all tickets in each group has breached SLA?

I'm using New UserInterface.

Dataset1:
Filter: Created on last week.
Data:  Source type: Table. Table: Incident.
Type:  Horisontal bar.
Configure:  Group by: Assigned group. Stack by: Assigned group. Stacked bar. Display data table: Yes. Aggregation: Count. Show other: Yes.

Dataset2:
Filter: Created on last week, has breached = true.
Data:  Source type: Table. Table: Incident.
Type:  Horisontal bar.
Configure:  Group by: Assigned group. Stack by: Assigned group. Stacked bar. Aggregation: Count.

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