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SLA Calculation

Hi,



I would like to set custom field which should display (Without using any plugin) whether SLA has been met or Breached.Reasn behnd this is that Im not able to export Time to Response or Resolution in CSV.'

please advice

1 comment

Nic Brough Community Leader Jul 26, 2017

>Without using any plugin

Then, no, you can't do this.

However, the SLA is already displayed, with indicators of met or breached, so I'm not sure whay you are trying to duplicate it?

Jack Community Leader Jul 26, 2017

Sandeep, given you are trying to export to CSV, it may be you are looking to create more flexibility in reports/dashboards than is available out of the box? Regardless, while the time to resolution doesn't export (calculated field) you can certainly recreate this in excel using created and resolution dates. Likewise with the first response. Once you get things the way your want in excel (pivot table, charts, etc.) it becomes a template where you can copy/paste in the data weekly or whatever.

Opinion: Better still is to use Microsoft BI as it is quite powerful. Thought w/ most things MS...not super user friendly.

Thanks for response.

 

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