SLA Formula

MDO

New Member
Joined
Nov 26, 2020
Messages
1
Office Version
  1. 2019
Platform
  1. Windows
  2. Web
I have a report with details of each assignment group an Incident has been assigned to, the challenge I have is to come up with a formula that will tell me where that Incident SLA expired.

The challenge here (for me) is the first column will repeat the incident number as many times as this incident was assigned to another queue.

Any help would be appreciated.

Incident PriorityResolution Target (Duration)(Hours)
1 - Critical
4​
2 - High
6​
3 - Medium
36​
4 - Low
60​

inc_numberinc_prioritymi_startmi_endinc_opened_atinc_resolved_at
INC103252063 - Medium
10/25/2019 15:32​
10/25/2019 17:24​
10/25/2019 0:00​
3/3/2020 0:00​
INC103252063 - Medium
10/25/2019 17:24​
11/8/2019 8:27​
10/25/2019 0:00​
3/3/2020 0:00​
INC103252063 - Medium
11/8/2019 8:27​
3/6/2020 7:43​
10/25/2019 0:00​
3/3/2020 0:00​
INC105407464 - Low
11/25/2019 10:27​
11/26/2019 9:11​
11/25/2019 0:00​
2/5/2020 0:00​
INC105407464 - Low
11/26/2019 9:11​
2/11/2020 22:11​
11/25/2019 0:00​
2/5/2020 0:00​
INC105827784 - Low
12/2/2019 9:57​
1/21/2020 9:01​
12/2/2019 0:00​
2/12/2020 0:00​
INC105827784 - Low
1/21/2020 9:01​
2/17/2020 22:09​
12/2/2019 0:00​
2/12/2020 0:00​
INC106446564 - Low
12/11/2019 12:08​
2/20/2020 22:30​
12/11/2019 0:00​
2/16/2020 0:00​
INC106446564 - Low
12/11/2019 12:07​
12/11/2019 12:08​
12/11/2019 0:00​
2/16/2020 0:00​
INC106516353 - Medium
12/12/2019 9:13​
12/12/2019 9:21​
12/12/2019 0:00​
2/12/2020 0:00​
INC106516353 - Medium
12/12/2019 9:21​
2/17/2020 22:20​
12/12/2019 0:00​
2/12/2020 0:00​
 

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sijpie

Well-known Member
Joined
Nov 1, 2008
Messages
3,734
What do you want to achieve? Delete all the duplicates?

Please show the outcome you want
 

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