Time to First Response & Time to Resolution Fields

PhilSpo

Hello,

 

I have set up SLA's for Response and Resolution.

 

A report is needed to show how long issues took to have the first response and to be resolved.

 

If you do a issue filter and use the SLA fields they show you time under or over the SLA and not the actual time it took to hit the SLA criteria. (You could manually work it out by taking the time taken away from the SLA).

 

Is it possible to have a field just display the time taken to meet the SLA?

 

Thanks

 

Phil 

Gökçe Gürsel {Appfire}

Hi @PhilSpo ,

You can use Time to SLA for this requirement.

You can use the detailed report feature of Time to SLA to generate reports on the specific information about the SLA such as working duration (i.e. actual time it took to hit the SLA criteria), remaining duration, SLA start/end and target date.

You can also export these reports to Excel and save your report configuration so that you can generate them easily the next time around.

Let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm one of the folks from Snapbytes and there might be other solutions out there, I might not be impartial.