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.
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 Priority | Resolution Target (Duration)(Hours) |
| 1 - Critical | 4 |
| 2 - High | 6 |
| 3 - Medium | 36 |
| 4 - Low | 60 |
| inc_number | inc_priority | mi_start | mi_end | inc_opened_at | inc_resolved_at |
| INC10325206 | 3 - Medium | 10/25/2019 15:32 | 10/25/2019 17:24 | 10/25/2019 0:00 | 3/3/2020 0:00 |
| INC10325206 | 3 - Medium | 10/25/2019 17:24 | 11/8/2019 8:27 | 10/25/2019 0:00 | 3/3/2020 0:00 |
| INC10325206 | 3 - Medium | 11/8/2019 8:27 | 3/6/2020 7:43 | 10/25/2019 0:00 | 3/3/2020 0:00 |
| INC10540746 | 4 - Low | 11/25/2019 10:27 | 11/26/2019 9:11 | 11/25/2019 0:00 | 2/5/2020 0:00 |
| INC10540746 | 4 - Low | 11/26/2019 9:11 | 2/11/2020 22:11 | 11/25/2019 0:00 | 2/5/2020 0:00 |
| INC10582778 | 4 - Low | 12/2/2019 9:57 | 1/21/2020 9:01 | 12/2/2019 0:00 | 2/12/2020 0:00 |
| INC10582778 | 4 - Low | 1/21/2020 9:01 | 2/17/2020 22:09 | 12/2/2019 0:00 | 2/12/2020 0:00 |
| INC10644656 | 4 - Low | 12/11/2019 12:08 | 2/20/2020 22:30 | 12/11/2019 0:00 | 2/16/2020 0:00 |
| INC10644656 | 4 - Low | 12/11/2019 12:07 | 12/11/2019 12:08 | 12/11/2019 0:00 | 2/16/2020 0:00 |
| INC10651635 | 3 - Medium | 12/12/2019 9:13 | 12/12/2019 9:21 | 12/12/2019 0:00 | 2/12/2020 0:00 |
| INC10651635 | 3 - Medium | 12/12/2019 9:21 | 2/17/2020 22:20 | 12/12/2019 0:00 | 2/12/2020 0:00 |
