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.

[prash4]

Hi @AndersBGS 

wanted to create performance analytics reports on 

incidents resloved by first assignee and 

percentage of successful changes 

can you please help me with the conditions. 

[AndersBGS]

Hi @prash4 ,

I would recommend you to mark this question as accepted resolution as resolution has been provided, and create another question for the new metrics needed - Then I will be happy to assist you (you can just tag me in the new question)

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

Best regards

Anders

[Harshal Aditya]

Hi @prash4 ,

Hope you are doing well.

you can report on task_sla table and can get details of both sla meet and sla breached

For third repost you can refer OOB metrics "First Call Resolution" but not much sure about it

Please mark this response as correct or helpful if it assisted you with your question.

Regards,
Harshal

[prash4]

Hi @Harshal Aditya 

Thank you for your information, appreciate your help!