Tracking SLAs by Assignment Group

[mgromacki]

Preface: I am looking to track SLA breaches and pinpoint which Assignment Group is responsible. Testing in Dev, it seems in my instance that every time an incident is unassigned, a response SLA begins (and conversely stopped when assigned). However, when an incident is unassigned and reassigned, the resolution SLA remains the same. The resolution will only change when the incident priority is changed. 

That being said, has anyone discovered or created a way to report SLA breaches by the assignment group that has breached it? Problems are: you can see Response breach but can't discern the specifics without clicking into the metrics or SLA timeline. You can see Resolution breach but unable to determine who breached it unless you view the metrics or SLA timeline. Any suggestions are greatly appreciated

[Troy Riblett]

This wouldn't solve for any existing SLAs, but what we ended up doing for a similar request is to make a new field "Breached by group" on the task_sla table.

Then to set it we used a simple business rule

Actions Tab

[mgromacki]

My only qualm is that assignment group X might work the ticket for 2 hours and assignment group Y might work it for 2 minutes and Y could breach it.