Workflow and ServiceDesk Community

Hi Everyone,

I wonder if someone could help me try to get a report that will give the me the following:

How many tickets have passed/failed SLA targets within a time scale (quarter)

On my old system i was able to retrieve thsi information quite easily but am having trouble creating a report to produce this type of information in ServiceDesk.

Any help would be appreciated.

Thanks

Here's a qiuckly made one; you can import it into your server (from the reports tab in the Process Manager), though you may have to remove the.xml extension first. It's using the Incident Management's Initial Response SLA, but you can modify it do suit your needs and hopefully it gives you an idea of what to click on to find the right things. Some of the big ones:

• When selecting to "Add SLA to report", you get prompted to link to IM, PM, or CM SLAs.
• Once you've added processes and SLAs, I'd suggest also adding Incidents to the report (or change or problem based on the first bullet point). This will remove a lot of extra, empty rows from the data.
• Under processes, I chose to limit the report where the "Process Started" date was in "last month", but you can see you get many choices for custom date ranges, current year, etc.

Attachment(s)

SLA.report.xml   44 KB 1 version