Having recently deployed service desk plus to our organisation, all is working as expected but something has been raised about the way that SLA's violate.

In our organisation we have a rough 3 tier support layout.

For some of our request a flow would be something similar to this:

Requester --> Level 1 Support --> Level 2 Support --> Global Team

Something that has been raised by several of our support staff is that as the SLA's start running from when a Request is created, and as the timer ticks down for a First Response for example during the escalation process sometime by the time it has reached the Global Team it is already violated.

Is there any way to report on who this violated against, as from what we can see the violations are recorded against the final technician that resolves the request and this seems incorrect as it should be recorded against the person who the ticket was assigned to when it violated.

Is there a query based report that we could run to discover this or is this something that is just not supported, I have been trying to investigate the database (we run a MSSQL backend btw) but as far as I can see the fields are IS_FR_OVERDUE and ISOVERDUE and they are just boolean style fields and dont correspond to anything else regarding who actually breeched the ticket.

Any help or suggestions with this would be greatly appreicated.

Regards,

Blake