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Re: Identifying breached incidents in Webdesk

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Your incident breaches at 75%? I bet you meant 100%.  If your SLA at 100% sets breach and a color, is that color not the breach color?  Mine turn hot pink at 100% and even though I also send e-mail at 125%, I don't change the color again so that all breached incidents are hot pink.

 

Colors often are not enough so we have added a calculation that shows up on almost every dashboard.  We call it Burn Percent.  As you might guess, it shows the percent of the time used on an incident so it starts at 0 and goes to 100%, only integers.

 

import System

static def GetAttributeValue(Incident):

  Value = 0

  V = 1

  X = 1

  if Incident.Severity.Title == '1':

   V = 120

  if Incident.Severity.Title == '2':

   V = 660

  if Incident.Severity.Title == '3':

   V = 1980

  if Incident.Severity.Title == '4':

   V = 3300

  if Incident.Severity.Title == '7':

   V = 21600

  X = Incident.MinutesToBreach()

  Value = 100-((X * 100) / V)

  return Value

 

Your severity minutes will almost certainly be different but I think you get the idea.  MinutesToBreach is a Service Desk business function that is real handy.


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