SLA Report

SLA Report

Take a look at the example below.

Support Group A has a request or incident assigned to them. Support group A then assignes a task within the request to Support group B.

Support Group B does not act on the request and then the SLA breaches. The breach is blamed on Support group A because they own the request, however the fault for the SLA breach was because they were waiting on Support group B to complete a task

So is it possible to run a report that show the SLA breach happened while support group B had the task

Thank you

Bob
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