Table Name or Report Name to get incident SLA elapsed % and assignment group details

[BanuMahalakshmi]

Hi,

I want to get the list of incidents which had to hop more than 1 assignment group for resolution, along with business elapsed % of each queue.

For example:  if there is a medium priority ticket having SLA of 96 hours, out of which assignment group1 consumed 24 hours, assignment group 2 consumed 48 hours, assignment group 3 consumed 2 hours and finally queue which resolved the ticket solved it within 6 hours

Does service now table stores this information which assignment group consumed how much business elapsed time?

[Avik2]

Hi,

While there might be no other table apart from the sys_audit or sys_history_audit table and it might still not work since reporting directly on these fields can bring in performance issues.

Alternatively you can try the following

1. Create a Custom table with the below fields -

     Incident - reference to Incident record

     Assignment Group - reference to group

     Start Date - date/time field to hold start time

     End date - date/time field to hold end time

     Duration - hold the duration

2. Create BR to create entry to above table whenever there is change in Assignment Group

3. Create Data Base view between Task_sla table - Incident Table and the above custom table

4. Generate report on database view

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