SLA Stats

[waleed]

Hi there,

I am running OTRS Version 13.2.14.

I enabled SLA's in my configuration. I didnt need it relating to a specific service so I created SLA for high(1,2) medium( 1,2) low (1,2)
With number 1 being for individual and number 2 indicating the whole company.

I then created services with exactly the same names, because I didn't need SLA linked to type of service.

I am trying to get some meaningful reports from the stats but I am struggling to find the right settings.

I basically want a report that will show me the first response time for each ticket, the escalation time for each ticket and the solution time for each ticket.
I then need to compare this to the settings I have for escalation time to see if it has breached SLA or not.

Can someone please assist?

Thank you Kindly.

[waleed]

Hi there,

I stumbled across this post. This seems to be the reason why I cannot get the report.

According to this post, the First response and solution time gets reset when you close a ticket. I agree that this behavior is not normal.

Has anyone else overcome this problem?

https://groups.google.com/forum/#!searc ... -cm4LTGi4J