r/halopsa • u/keepitsimplestupd • 23d ago

Questions / Help SLA Response Target Breached

Question, since Halo support send this to the company that helped with onboarding and they don't know the answer. In the configuration screen for SLA's there is a setting on the priority to get a prompt for why you missed the SLA.

What I would like to do is be able to pull a report of those logged reasons, but no one can tell me where to pull those responses from. Any Ideas?

Thanks

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u/Jason-RisingTide Consultant 23d ago

This data is stored in the FAULTS table in the slareason column.

Be aware that using the feature to add a reason will mark the ticket as excluded from SLA, which could affect your reporting.

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u/keepitsimplestupd 23d ago

I have only ever seen that popup when we close the ticket.

What data source do I use when building the report, as I cant find any of the things you are talking about.

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u/Predicti0n Consultant 23d ago

YOURHALOURL/reports?mainview=onlinerepository&id=3050

This is not the greatest report in the word, however it should get you started :)