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 · ‎05-04-2016

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.

Regards, Akash
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vkambham · ‎05-04-2016

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.

View solution in original post

Karun S · ‎05-28-2021

Even if there are multiple SLAs attached to a incident, how can we see unique records only? Also, if I aggregate them as "average" of "business time" - will they be calculated as per their appearance (if 2 SLAs and 1 incident, appearing twice - due to SLA)? If yes, why and how can we stop this.