Time taken between 'awaiting acceptance to close complete'

[Prateek07]

Hi All

I want to calculate and create a report on Time taken between 'awaiting acceptance to close complete'.

I have tried Metric definition which doesn't give you historic data. Tried audit tables but due to huge data the performance is low and it is holding only 30 days historic data of state field.

I am trying sla definition,  In Sla as per below screenshot there are 2 conditions mentioned for sla to be on pause. Is there any way to find out why the sla was paused? it was due to which condition? (Even the case is closed complete) 

I am thinking of using pause duration but the problem is - Sla is on pause due to which condition? is it when state=onhold or state = awaiting acceptance.

If there is any other way to achieve it? Suggestions are welcomed.

Thanks in advance.

[AndersBGS]

Hi @Prateek07 ,

Basic you can create a SLA definition where start condition is "state is awaiting acceptance", Closed condition is "state is closed complete" and cancel condition is "state is not state is awaiting acceptance" and "state is not closed complete". By doing this, you will capture all time stamps for when the incident enter the state "awaiting acceptance" and transferred to "closed complete".

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Prateek07]

Hi @AndersBGS,

I am working on hrsd module and i cannot create a new sla definition. I have to use the existing configurations which i have mentioned in the screenshots. I have to show historic data too. In your solution it will not capture the old cases.

[AndersBGS]

Hi @Prateek07 ,

Have you tried to look into the sys_history_line_list table, if this will have the information that you would like to have?

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Prateek07]

Hi @AndersBGS 

Yes i have tried that table too and it is taking too long to report on that table as it has log of data. Using this table can cause performance issue and is not recommended by SN also to use the table for reporting.

Thanks,

Prateek Tak