How can we achieve Request fulfillment Rate using SLA Definition and Platform Analytics Indicators

SrinivasM366
Giga Contributor

3 weeks ago

with Target 95% and Count of resolved requests based on the delivery time field / total number of requests (For requests without specified resolution time target = 30 days)
How can we achieve Request fulfillment rate using SLA Definition and Platform Analytics Indicators
How many required Automated indicator what are the conditions


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brianlan25
Kilo Patron

3 weeks ago

If you are trying to get something similar to Mean Time to Resolution for incidents but with Service catalog you would need to do the following.

1. Automated indicator for summing Actual elapsed time field from the SLA Record

2. Automated indicator for counting the number of closed requests.

3. Formula indicator to take the Automated indicator 1 and dividing it by automated indicator 2.

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