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Need to find Missed SLAs

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Posted on by sandeepc

5,514

Hi,Everyone i have a new challenge

I need to find missed SLAs is that possible???

[like using advanced find search or

using Dashboard view or SSRS reports or

by sending Workflow mail to owner]

Can i find all the missed SLAs??

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sandeepc 5,514 on at

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actualy i need to identify the SLAs which are in threat of missing

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sandeepc 5,514 on at

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any suggestions will b marked as verified

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abhishek_255 1,614 on at

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Hi-

A join on Case and Resolve KPI where KPI status is non complaint can return missed SLA.

<fetch version="1.0" output-format="xml-platform" mapping="logical" distinct="false">

<entity name="incident">

<attribute name="title" />

<order attribute="title" descending="false" />

<link-entity name="slakpiinstance" from="slakpiinstanceid" to="resolvebykpiid" alias="aa">

<attribute name="warningtimereached" />

<attribute name="warningtime" />

<attribute name="succeededon" />

<attribute name="status" />

<attribute name="regarding" />

<attribute name="ownerid" />

<attribute name="name" />

<attribute name="modifiedon" />

<attribute name="modifiedonbehalfby" />

<attribute name="modifiedby" />

<attribute name="failuretime" />

<attribute name="exchangerate" />

<attribute name="description" />

<attribute name="transactioncurrencyid" />

<attribute name="createdon" />

<attribute name="createdonbehalfby" />

<attribute name="createdby" />

<attribute name="computedwarningtime" />

<attribute name="computedfailuretime" />

<filter type="and">

<condition attribute="status" operator="eq" value="1" />

</filter>

</link-entity>

</entity>

</fetch>

Best Regards,

Abhishek

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sandeepc 5,514 on at

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could you pls elobrate it

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sandeepc 5,514 on at

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I need the

Dashboard view, or

SSRS report, or

workflow email to owner.

to see/identify SLAs that are in threat of missing the SLA:

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sandeepc 5,514 on at

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any suggestions on this>?

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abhishek_255 1,614 on at

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Hi-

You can join case entity to "First Response By KPI" and "Resolve By KPI" entity to get case(s) that are missed or about to miss the SLA. KPI entities status field have values "Nearing Noncompliance" and "Non-Compliant" etc.

Non-Compliant - SLA is missed for an associated entity (case etc).

Nearing Noncompliance- SLA is about to reach the Non-Compliant state.

Given below steps are applicable for KPI items "First Response" and "Resolve". In case you are not using "First Response". You can exclude that step.

A. A system view in case entity that links to First Response By KPI related entity, include both "Nearing Noncompliance" and "Non-Compliant" status. And add status field (First Response By KPI entity).

B. A system view in case entity that links to Resolve By KPI related entity, include both "Near Noncompliance" and "Non-Compliant" status. And add status field (Resolve By KPI entity).

C. Create two charts (pie, column etc) respectively for each views.

D. Load charts in a dashboard. Publish your customization.

Given below dashboards are showing both Nearing Noncompliance and Noncompliant cases for both First Response and Resolve KPI.

Hope this helps!

Best Regards,

Abhishek

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sandeepc 5,514 on at

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i worked as shown. but i am confused in final step. what i need to add here for boththe cases @Abhishek kumar

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sandeepc 5,514 on at

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i saw in my crm test environment and i dnt have first response by KPI and first resolve by so what i need to do now?

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sandeepc 5,514 on at

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im using crm 2013 on premise

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