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1. Re: Breached incidents query
dmshimself Nov 28, 2010 12:33 AM (in response to shehzadraza)There is a standard boolean on the incident object called isbreached which will tell you if an incident has breached and another attribute called create date which will tell you when the incident was created. If you write a query using those criteria and splash a few other attributes about, you should have what you need.
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2. Re: Breached incidents query
shehzadraza Nov 28, 2010 1:33 AM (in response to dmshimself)Thanks for the reply..
if I use create date, it will display the incidents created within that period, but my client is looikng only for those tickets which were breached in the given period regardless when they were created....
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3. Re: Breached incidents query
dmshimself Nov 28, 2010 12:44 PM (in response to shehzadraza)OK - start your query at the Incident/Escalation object instead and look for the expiry date as the item to use on your criteria. You can still get to the incident fields too, but if you start with Expiriy your date will then be the one you are after. I'd still use the isbreached flag on the incident as the other filter to indicate if the incident has breached.
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4. Re: Breached incidents query
karenpeacock Nov 28, 2010 1:03 PM (in response to shehzadraza)Hi
In your original post you mentioned extracting from the database. If so, you might find the document on this link useful. It covers the main tables that hold escalation and assignment information.
Best wishes
Karen
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5. Re: Breached incidents query
samweam Nov 29, 2010 7:05 AM (in response to karenpeacock)This is how we do ours...
From Incident, Incident
Attributes
Reference Number
Title
Raise User.Name
Raise User.Surname
Category.Title
Status.Title
Response Level.Title
Grouping
Status.Title
Response Level.Title
Criteria
AND Assignments.Incident.Is Breached Is Equal to (True)