SLA report.

kerryrsmith · Post by **kerryrsmith** » 07 Jul 2011, 11:01

Hi,

I'm trying to produce a report to show how my team performed against our SLA's. I've done some digging around and it appears that this may not be possible, as the escalation times are cleared when a ticket is closed. I found the following article http://lists.otrs.org/pipermail/otrs/20 ... 30988.html is this still the best option to enable me to do this, or are there other methods available?

Cheers,
Kerry.

mshi · Post by **mshi** » 08 Jul 2011, 10:58

Bump!

Please help on this question.

Mshi

kerryrsmith · Post by **kerryrsmith** » 12 Jul 2011, 16:56

Please can somebody respond to this post? I really need to find a solution to enable me to report on SLA performance.

jojo · Post by **jojo** » 12 Jul 2011, 21:26

You can run a statistic based on the Ticketlist Report via statistic frontend

kerryrsmith · Post by **kerryrsmith** » 13 Jul 2011, 10:05

Thanks for the post. Please excuse my ignorance, but I still can't see a way of reporting SLA performance from the statistics. I'm running OTRS Help Desk and as far as I can tell, when a ticket is closed the escalation times are cleared. This means that I can't report if the ticket met or missed the SLA. Is there another column I should be looking for, or is there another way of doing this?

kerryrsmith · Post by **kerryrsmith** » 16 Jul 2011, 07:49

I still can't find a way of doing this. Does anyone have a solution to reporting on SLA performance? I want to see the number of tickets with a response time due between two dates and see if the time was met or not.

Znuny Open Source Ticketsystem

SLA report.

SLA report.

Re: SLA report.

Re: SLA report.

Re: SLA report.

Re: SLA report.

Re: SLA report.