OLA/SLA layered reporting

[Jack62]

Afternoon all

I have a requirement I am working through and need a little advise. We want to setup a report showing incidents that have failed the SLA but met the OLA. This will be for certain assignment groups who want to show that incidents are failing largely due to the time it takes to get to them, one it is, they resolve the tickets with 1 day, 2 days etc depending on the priority. I had thought having a filter that show's only incidents "has breached" (dot walking) with a completed OLA (definition type) with 100% or less and a stage of completed but I do not seem to be getting the tickets I am expecting in this report. So ultimately the report would show of the 100 tickets assigned to Sec Ops that failed SLA they met the Sec Ops OLA.

There will be a process wrap that will need to go round this but that can't happen until we have the report working.

Any thoughts? I am ensuring my test data meets my reporting criteria too but in the mean time would like some advise on

Jack

[Jack62]

further to the above, my current understanding on "has breached" is only based on the SLA failing right? So, a ticket can be "has breached" if SLA has failed but the OLA did not? and the opposite, the OLA can breach within a "made" SLA?

Thanks

Jack

[Dr Atul G- LNG]

Hi @Jack62 

I think it is not possible to get SLA / OLA report in one report , as there is not  relationship between SLA - OLA.

[NVSN]

Hi @Jack62,

There is no point same in both SLA and OLA.

• A Service Level Agreement (SLA) is a contract between an internal service provider and an external end customer.
• An Operation Level Agreement (OLA) is an agreement between an internal service provider and an internal customer.

If my response is useful, then kindly mark it as "Accept as Solution" and/or " Helpful."

This helps community and as well as me.

Thanks.