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

[Hemanth M1]

Hey @Shivani_singh ,

Go ahead.

[Shivani_singh]

Any more condition or this will be accurate result?

[AndersBGS]

Hi @Shivani_singh ,

First of all,rather utilize the incident_sla database view instead of the task_sla table. Next you need performance analytics due to you need to calculate the percentage. You can also export to excel, if you don't have performance analytics. At least, based on the requirement, you sjæle report both on response and resolution SLA.

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

Best regards 
Anders