SLA Reports

davjohn · ‎11-22-2017

HI All,

I'm trying to create two reports on SLA,

Report .1 :

An ITIL user must be able to report on the percentage of incidents resolved within agreed Resolution SLA by Priority

Report should look something like this,

Report.2 :

An ITIL user must be able to report on the percentage of incidents that were acknowledged within agreed Response SLA by Priority

Report should look something like this,

I'm unsure of how to represent the report with 75 % and 100 % time frame.

FYI - I'm running the report on task_sla table.

Patrick Schult2 · ‎11-22-2017

David,

Check out the Report Ranges feature. The idea with that is you can create your own groupings for any field on a table. It looks like this after you set it up.

One thing I do want to point out is that, because this is an SLA report, don't misinterpret what these percentages are showing you. These are percentages of task_sla records, not of Incidents, so don't just copy that % number over and call it good. There are also situations, depending on the SLA definition, where an Incident may not get an SLA attached to it at all, and thus, wouldn't show up in a report like this.

You'll definitely need to tinker with it but this will probably get you closer to where you want to be. See the attached PDF as an example.

View solution in original post

davjohn · ‎11-22-2017

Patrick,

Thanks for the reply I have created them with some more filter conditions added to it.

In my case, we don't have a schedule for P1 and P2 tickets but we have 8*5 schedule for P1 and P2.

I decided to go ahead with the Business elapsed percentage for all these priorities because P1 and P2 tickets though they don't have a schedule I could find Actual elapsed percentage = business elapsed percentage always.

I will create a similar report for response SLA.

Again thank you so much for your guidance.