Response/Resolution SLA Missed

[Garvit1]

Hi Team, 

I would need to one help to pull out a report for Response & Resolution SLA Missed, what is the correct way to pull out the report, currently I am pulling out two report one is response SLA (Ticket Opened on last Month/Today etc.) and for resolution SLA (Ticket Resolved on Last/Today etc.), but there is always a mismatch in the response SLA & Resolution SLA. (resolution SLA always shows the less count as compared to the response SLA).

please suggest a way to pull out a report in correct way so that it should match with the Incident Opened. 

Regards,

Garvit 

[Hemanth M1]

Hi @Garvit1 ,

Why don't you create a report has below

Report table = task_sla

Condition: Task.Task Type = your table (ex: incident)

has breached = True

Group By = SLA Definition> Target

And also the counts may not necessarily match because the Response SLA for an incident might not be breached, but the Resolution SLA could be breached.

[Garvit1]

@Hemanth M1 I need data to be pull out for both Has Breached (True/False) for the team KPI whether SLA met/not met, like i want to pull out a report for last month incident data why query I can apply will it open separate and resolved separate?

Regards,

Garvit 

[Hemanth M1]

Hi @Garvit1 ,

Ok, you can change the type to Bar graph,

Keep the Group By to SLA >Target

Add Stack By = Has Breached

Add Condition Created on Last Month as below

You will get both Response and Resolution including Breached (True and False)

[Garvit1]

@Hemanth M1 so there is no need of pull the separate report for resolution missed like (Resolved on last month), I need the report in list view anyways will change it to list view

Regards,

Garvit