5 Replies Latest reply on Nov 29, 2010 7:05 AM by samweam

    Breached incidents query

    shehzadraza Rookie

      HI,

       

      I want to extract data base on the breached status..

      like i want to find out incidents breached in last week... can any one help

        • 1. Re: Breached incidents query
          ITSMMVPGroup

          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.

          • 2. Re: Breached incidents query
            shehzadraza Rookie

            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....

            • 3. Re: Breached incidents query
              ITSMMVPGroup

              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.

              • 4. Re: Breached incidents query
                karenpeacock SupportEmployee

                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

                • 5. Re: Breached incidents query
                  Rookie

                  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)