How to create a reports & dashboards on Incident SLA?

[prash4]

Hi All.

I have requirement on creating a reports & dashboards on Incidents ''SLA''. 

report 1: Percentage of incidents that meet Response SLA 

report 2: Percentage of incidents that don't meet Response SLA

report 3: Percentage of incidents that resolved by first assignee.

Can someone please explain/help me with the conditions of how to create. that would really help me a lot. 

Thank you.

[AndersBGS]

Hi @prash4 ,

To calculate percentage  of incidents meet response SLA, don't meet Response SLA  I would recommend you to utilize Performance Analytics to do the calculation and from my perspective much better visualization. In relation to incident resolved by first assignment group, I would recommend you to look towards the filter "reassignment count".

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[prash4]

Hi @anderBGS.

Thank you for responding, appreciate your help! 

i forgot to mention, I'm supposed to create those reports in performance analytics, but I was not able to do it, can you please elaborate me one explanation of a report percentage of incident meet response SLA. 

[AndersBGS]

Hi @prash4 ,

If you create an indicator source utilizing the incident_sla where the filter is resolved on last month, stage is completed, and state is closed. 

Afterwards you create two automated indicators, one with additional conditions: SLA breached = false, the other one has no additional condition. Based on this you can created a formula indicator to calculate the percentage and at last a widget for the visualization. 

Furthermore, remember to create a job running monthly to match your condition.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[prash4]

Hi @AndersBGS 

To acheive percentage of incident meet response SLA. 

i have created two indicator sources and two automated indicators. 

please refer to the document and help me out with the conditions.