Record the current 'group' when SLA violates

Idea created by tzadell on Aug 3, 2014
    Not planned
    Score9
    • frank.earnhardt
    • andrade
    • MeteshKeshav1307450
    • russell.pope
    • Stephanie_Maehr
    • nicolas.ioannou1.1
    • William Teixeira
    • tzadell
    • CarolPiccus

    We report on SLA violations for each group.  However, there are many times when the ticket had violated the SLA while it was assigned to a different group. Currently, the group that is assigned the ticket at the time the report runs is getting blamed for the violation, even when they may have resolved it as soon as they received it.  I understand that the customer doesn't care what group was responsible for the violation, but to accurately report on the group that was responsible for the violation (so that it could be addressed by that group), it would be helpful if the group assigned at the time it violated was stored with the violation and could be reported on.   

     

    Thanks.

    Tammy