Report within which Team a SLA has been breached

[JanStrama]

Hi all,

we have little Problem with Reporting on SLA's and I would like to ask you if you may know a way to solve this.

We have two Groups mainly working on Incidents, if Group A did not find a solution it escalates the INC to Group B. As we Report on breached SLA's we would like to see when the SLA's for an Incident has been breached (with Group A or with Group B). I searched the WIKI and tried some reporting and had a look in the INC and Task SLA history, but could not find any usefull data.

Do you may have an Idea how we can track within which Team the SLA's has been breached?

Any Feedback is appriciated!

thanks a lot!

Jan

[eican]

Sounds like you need a metric to get the data to report on.

[Uncle Rob]

You could create two new reference fields on the Task_SLA table: one for group_when_breached and assignedto_when_breached.   Then you can use whatever SLA workflow you're using to populate those values.  

That will at least save you the view building necessary to get Metrics working nicely.

[JanStrama · Accepted solution]

Hi all,

thanks for your quick reply and help on this. I think using a Metric will be the best approach for my case.

The way with this 2 additional fields would be working just fine but I want to keep the customized fields in the Task table to a minimum. In addition it would be benificiary to work through the Metrics definition and Metrics Reporting now, as this may be usefull for upcoming requests.

Thank you all for your help!

[vijaytalupula]

Hi Jan,

I would need your suggestion on this requirement, could you please guide me how to proceed,

Here is my requirement,

We are having issues with other teams causing the breach of an incident and it reporting only against the resolving group. Please help by performing the following things:

1.) Create two new reference fields on the Incident_SLA table: one for group_when_breached and assignedto_when_breached

2.) Create a report of the breached incidents that provides what % of the total SLA did each assignment group have each incident?

Thanks,