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02-24-2014 05:14 AM
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
Solved! Go to Solution.
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02-26-2014 03:34 AM
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!
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02-26-2014 05:58 AM
Looks like you found a solid answer, I just wanted to point something out that we're dealing with: holding INC until just before they breach.
If Group A tosses the INC at Group B right before it breaches, then Group B will always have the Breach and Group A will look like stars. We're actually going to have SLAs that fire whenever a group receives it, that breach after 50% of the INC overall SLA. That SLA will reset when the INC is assigned to a new group, while the overall SLA will continue to run.
You could still have the two groups ping-ponging the INC back and forth to prevent it from breaching, though they'll have to do it quicker than before. You can still use your overall Metric to see which group it's breaching within, but you also want to know if each group is doing what they are supposed to.
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05-18-2018 09:42 AM
I was just thinking this before reading your comment. Your solution makes sense too. I think I may actually implement a concept like this for my reporting area. Thanks!
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11-20-2014 02:16 PM
Good Solution it helped us a lot thank you
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06-22-2016 02:10 PM
Hi Ajay,
I am also looking for this kind of requirement.
I would like to know how you have applied this with metrics. if you have any code snippet. Please share it.
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?
