SLA met vs breached report

[Jason Corbett]

Can this report be configured to report on 'Resolved' tickets rather than 'Closed'?

[Moses Thomas]

@Jason CorbettYes you  can  in  the SLA configuration  for this  project(JSD project)

Best!

[Jason Corbett]

Can you clarify where within the project that this can be set?

It is not the actual SLA itself that is the issue, currently the report measures SLA only when a ticket is closed, I want to measure it on resolved.

In the Agent view, the SLA is configured to measure on Resolved.

[Moses Thomas]

@Jason CorbettIf this is case then  you  need to  modify  work-flow,  add the  Resolve status.

[Jason Corbett]

The resolve status is already in the workflow. 

It is the report that seems to be focusing on the Closed status.

Is there a way to change the reporting?

[Moses Thomas]

@Jason Corbettthere are two things here,

• If want  to  change the transition name to  resolve  so that  when  you click  resolve the status will  change to  resolved since you  said you  have it  in the work flow
• If you  go to project setting  SLAs > time resolution > Edit SLA  under stop  choose  Enter status resolved  the  report should focused on Resolved  status.

Best!.