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Resolution SLA Breech Report

M
Sidekick (Customer)
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Has anyone created a PowerBI report to show incidents that have breeched their Resolution SLA?

I can create it easily as a monitor by using the SVD Resolution Breach flag but we only get Resolution Due and Actual Resolution date/times is the Incident Table.

Was hoping I could somehow create a filter that would only show me incidents where the Resolution Due date/time was before the Actual Resolution date/time but after trawling the internet I can’t see a way to do this in PowerBI.

I could do this really easily with a bit of SQL but PowerBI doesn’t let me define filters as SQL I don’t think.

Best answer by KevinM

Good Afternoon, 

We have done this as added columns (one for each resolution and response SLA): 

Here is our code for SLA Resolution:

SLA Performance (Resolution) = IF(ISBLANK('Event (Parent)'[Date - Resolved (Date-Time)]),IF(DATEDIFF('Event (Parent)'[Date - Resolve Due (Date-Time)],NOW(),MINUTE) > 0, "Breached", "On Track"),IF(DATEDIFF('Event (Parent)'[Date - Resolve Due (Date-Time)],'Event (Parent)'[Date - Resolved (Date-Time)],MINUTE) > 0, "Breached", "Achieved"))

and SLA Response:

SLA Performance (Response) = IF(ISBLANK('Event (Parent)'[Date - Responded (Date-Time)]),IF(DATEDIFF('Event (Parent)'[Date - Response Due (Date-Time)],NOW(),MINUTE) > 0, "Breached", "On Track"),IF(DATEDIFF('Event (Parent)'[Date - Response Due (Date-Time)],'Event (Parent)'[Date - Responded (Date-Time)],MINUTE) > 0, "Breached", "Achieved"))

 

Note the following: 

We renamed our incident tablet as Event (Parent). 

We also renamed the following fields: 

{"inc_resolve_act", "Date - Resolved (Date-Time)"},

{"inc_resolve_due", "Date - Resolve Due (Date-Time)"},

{"callback_date", "Date - Responded (Date-Time)"},

{"inc_resp_due", "Date - Response Due (Date-Time)"}

 

This code should allow you to replicate the naming convention we have used in the transform data: 

= Table.RenameColumns(#"Formatted Reference",{{"inc_resolve_act", "Date - Resolved (Date-Time)"}, {"inc_resolve_due", "Date - Resolve Due (Date-Time)"}, {"callback_date", "Date - Responded (Date-Time)"}, {"inc_resp_due", "Date - Response Due (Date-Time)"}})

 

 

 

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    2 replies

    K
    Hero (Customer)
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    • KevinM
    • Hero (Customer)
    • 43 replies
    • Answer
    • March 3, 2025

    Good Afternoon, 

    We have done this as added columns (one for each resolution and response SLA): 

    Here is our code for SLA Resolution:

    SLA Performance (Resolution) = IF(ISBLANK('Event (Parent)'[Date - Resolved (Date-Time)]),IF(DATEDIFF('Event (Parent)'[Date - Resolve Due (Date-Time)],NOW(),MINUTE) > 0, "Breached", "On Track"),IF(DATEDIFF('Event (Parent)'[Date - Resolve Due (Date-Time)],'Event (Parent)'[Date - Resolved (Date-Time)],MINUTE) > 0, "Breached", "Achieved"))

    and SLA Response:

    SLA Performance (Response) = IF(ISBLANK('Event (Parent)'[Date - Responded (Date-Time)]),IF(DATEDIFF('Event (Parent)'[Date - Response Due (Date-Time)],NOW(),MINUTE) > 0, "Breached", "On Track"),IF(DATEDIFF('Event (Parent)'[Date - Response Due (Date-Time)],'Event (Parent)'[Date - Responded (Date-Time)],MINUTE) > 0, "Breached", "Achieved"))

     

    Note the following: 

    We renamed our incident tablet as Event (Parent). 

    We also renamed the following fields: 

    {"inc_resolve_act", "Date - Resolved (Date-Time)"},

    {"inc_resolve_due", "Date - Resolve Due (Date-Time)"},

    {"callback_date", "Date - Responded (Date-Time)"},

    {"inc_resp_due", "Date - Response Due (Date-Time)"}

     

    This code should allow you to replicate the naming convention we have used in the transform data: 

    = Table.RenameColumns(#"Formatted Reference",{{"inc_resolve_act", "Date - Resolved (Date-Time)"}, {"inc_resolve_due", "Date - Resolve Due (Date-Time)"}, {"callback_date", "Date - Responded (Date-Time)"}, {"inc_resp_due", "Date - Response Due (Date-Time)"}})

     

     

     

    S
    M
    2 people like this
    • S
      Steve Miller
    • M
      mgswills
    M
    Sidekick (Customer)
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    • mgswills
    • Author
    • Sidekick (Customer)
    • 6 replies
    • March 5, 2025

    Thanks Kevin with your help I’ve now got the report up an running. Just needed our dev team to create the measures in the data model and bingo :-)

    S
    K
    2 people like this
    • S
      Steve Miller
    • K
      KevinM

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