The report created from "incident_sla " table is showing duplicated incidents. This report is grouped by "Has Breached" option. What are the reasons that this may happen ?

[Akash4]

The screenshot is provided below with filters. This might be customized to our organization, but might help to resolve the issue.

What are the reasons that leads to duplicated incidents in this report.

The excel exported is like :

The second column is Has Breached, hence causing the major issue, one being TRUE and the other FALSE.

[vkambham · Accepted solution]

Akash, Check if the incident record has multiple SLAs' attached to it?   incident_sla table will have a record for every SLA attached to an incident. Incident can have multiple SLAs attached to it based on the conditions of the SLA.

Hope this helps.

[Akash4]

Hi Venkatesh,

So thankful to you for the first step. But the issue now is "Incident table has 2 SLAs attached and 2 SLAs are needed, hence none can be removed" . So, will there be any workaround for this, any other way to cancel out that duplication.

[vkambham]

You can group by incident on the report. But anyway, what are you trying to do? Can you explain...

[montanadawgz]

Still having problems with dups and triplicate records.  

Reviewed possible solutions, and played with Conditions on Report. Added in some Or Statements form teh SLA Definition, using

Priority 1 as the 1st, down in order. Removed Dups.