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SLA Report requirement at Workflow Step Level for MDG Change Requests

manoj_kumar165
Newcomer
690

Dear Team,

We are creating a report for SLA violation based on the Status of the Change request. We would need the history of all the Status changes with time stamp when it was changed. We tried the standard API Class and workflow tables but the details are not available to build this logic.

Below is the brief requirement and process:

  1. CR is created and submitted on 25.11.2019 at 10:00 AM
  2. CR is approved at 01:00 PM by First Approver (SLA defined in BRF+ Step is 2 Hours) - SLA BREACHED
  3. CR is approved at 02:00 PM by Second Approver (SLA defined in BRF+ Step is 2 Hours)
  4. CR is REJECTED at 07:00 PM by Final Approver and reassigned to CR initiator (Step 1) (SLA defined in BRF+ Step is 2 Hours) - SLA BREACHED
  5. Initiator checks the CR, updates the changes and Resubmit it for approval at 08:00 PM
  6. CR is approved by First Approver again at 08:30 PM (SLA defined in BRF+ Step is 2 Hours)
  7. CR is approved by Second Approver by 09:00 PM (SLA defined in BRF+ Step is 2 Hours)
  8. CR is activated by Final Approver at 10:00 AM

In above example, we would need the information in a Report stating below information:

  1. CR Number
  2. Breached at Level (Step)
  3. Breached by (Hour, Minutes, Seconds)

Regards

Manoj

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rcburgos11
Explorer
0 Kudos

Hi Manoj,

I know that this topic is months old, but i just received a similar demand.

Did you find the solution and wanna share with us?

For now, i've found that for MDG-M, i can use the content of table SWWWIHEAD where Task is 'TS60807954' and we're thinking to develop a custom report starting with that.

Best regards,

Rodolfo