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 ,

Please share the snippets in the chat instead of a ZIP file. you can post the pictures directly into the chat instead.

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 please find the snippets. 

[AndersBGS]

Hi @prash4 ,

According to your screenshots it looks correct. Have you run a historical job to verify the output? Have you ensured to configure your job to run the last day at the month, as you have said in the conditions "Created on this month".

Furthermore, if you would like to optimize the query, then I would utilize the incident_sla instead of the task_sla, as there are much less data to go through.

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 

i have tried as mentioned above and i think it seems like working as expected. can you please help me with this report.

1) Percentage of successful IT changes. 

2) percentage of incidents resolved by first assignee. 

how can I achieve this by performance analytics. 

[AndersBGS]

Hi @prash4 ,

What do you need help with? Have you created the formula indicators to have the percentage calculated? 

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

Best regards

Anders