How to create a saved search that shows the Incidents that have breached the SLA

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    Details

    How to create a saved search that shows the Incidents that have breached the SLA


    Resolution

    We can obtain the incidents that have breached the SLA using the BreachPassed column for every escalation schedule.

    We have four escalation schedules, so you could build the saved search using the BreachPassed column with the relationships for this four link fields:

    WaitingEscLink
    ResponseEscLink
    ResolutionEscLink
    ClosingEscLink

    In the saved search, we could use these four relationships:



    The definition of the saved search could be similar to the screenshot one, or just using some of the following conditions: