Hi there,

I'm performing a report with all requests made in a month. What I want to know is:
¿When you made a report to know the SLA and the time used to resolve and close a request the report will only show the requests that have been closed? I mean, If you keep several requests in solved state without closing it yet will be shown on a general report?

The time considered in the SLA's are from the beggining when it's created to when a request is solved? Or to when a request is closed?

Thanks for answer me.