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Service Desk Reports not accurate for off days



I'm setting up a Service Desk involving multiple countries and SLAs vary from one to another (their calendars too)

When i look at the SLA met vs breached report, the % shown is not what I expected.

All days off (like week end and holidays) give 0% met. And it's the same when there is no ticket reported on a specific date (some countries will not have a big load).

Thus, even if all SLAs are respected over a period, the report gives average poor results (see capture with one country)


Did I miss something in the configuration to report off days as 100% met or is it a bug ?





1 answer

I'm having this same issue. Did you ever figure it out?  For example, I have a Time to First Response report for the past 7 days that had 3 days without any issues coming in and are showing as 0.00%. The other 4 days are 100%. I would expect the Time to First Respond to be 100% but it's showing 66.7%. Please advise.




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