SLA Response Time Report

Dillin Bradley
Tera Expert

‎02-15-2023 06:04 AM

Hello,

Looking for some guidance on SLA Response Reporting. I have a Report for Average total Duration is open that is trended by the month the INC was opened.

 

Im having issues with adjusting this report to trend Average SLA Response times by month. Im not sure how to accomplish this. Here is my report below.

 

DillinBradley_0-1676469824382.png

 

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mattystern
Kilo Sage

‎02-15-2023 01:13 PM

Hi @Dillin Bradley 

 

If you have separate response vs resolution SLAs, you may want to include "SLA Definition" "is/contains" "Resolution" in your condition builder. Otherwise, possibly matching your condition as Opened AFTER X date and your trend (trend on Opened) may help smooth your data.

 

-Matt

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