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Hello Community,

 

I am using the following query to provide a count of Cases, SLA Met, and Exceeded. Also, it is calculating the SLA Met percentage.
 

match:

    case_history.priority

outcome:

    $case_count = count(case_history.priority)

    $case_sla_not_exceeded = count(if((case_history.sla_type != "CASE_SLA" AND case_history.sla_type != "ALERT_SLA" AND case_history.sla_type != "SOAR_CASE_HISTORY_SLA_TYPE_UNSPECIFIED" AND case_history.sla_type != "STAGE_SLA"), 1, 0))

    $case_sla_exceeded = count(if(case_history.sla_type = "CASE_SLA", 1, 0))

    $sla_status = ($case_count/$case_sla_exceeded) * 100

order:

    case_history.priority desc

 

The issue is that it is returning the same count for case_count, case_sla_not_exceeded, and case_sla_exceeded.

 

Has anyone encountered this issue?

 

I wonder if case_sla_not_exceeded and case_sla_exceeded should be sum() not count() ?

I changed the logic a little, LMK

 

    $case_count = count(case_history.priority)

    $case_sla_exceeded = sum(if(case_history.case_activity = "EXCEEDED_SLA", 1, 0))

    $case_sla_not_exceeded = $case_count - $case_sla_exceeded

    $sla_status = ($case_sla_not_exceeded/$case_count) * 100

 

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