We need a report that is grouped by Support Group and then list the technicians in that group. We would like to use the "First Response Overdue" to generate what the percent of First Response Overdue requests (both incident and service requests) we have had over a period of time. This is essentially a high-level summary report that shows each support group, each tech in the support group, and a percent of requests that have violated the "First Response" SLA.

Thanks in advance for any help with this report.

EDIT: We are using MS SQL with SDP 9003

Best Regards,

Evan