SLA report on incident

[Shivani_singh]

Hi all, 

i have to show a report to the clients.

I'm not sure how the condition will work here
SLA Compliance: Show the percentage of incidents resolved within SLA targets versus those that are overdue.

SLA Breach Trends: Identify trends in SLA breaches over time to understand and address recurring issues.

Also, what should be best practice here,

whether to show report for both response and resolution targets, or only for resolution

Please let me know these things

Thanks

[Shivani_singh]

Like this?
Is this right ?

[Dr Atul G- LNG]

Use either response or resolution as pee need, If you add both I condition It will show both SLA.

But yes the place is right to add condition.

[Hemanth M1]

Hi @Shivani_singh ,

Yes, add SLA Definition>Target >Response or Resolution

Since your reporting :Make sure to add Task state as resolved or Closed if not new incidents created/updated recently shows SLAs are not breached which is not accurate!.

Hope this helps!!!

[Shivani_singh]

 For the SLA Breach Trends also same i have to do ?

[Dr Atul G- LNG]

Yes Shivani.