is the SLA met? did we reach the target?

Hi,

I saw in the report there is no column for SLA status. there is either true or false in respond and resolution. example:

1st respond overdue status = true, overdue status = true, so SLA is not met. (fail)

1st respond overdue status = false, overdue status = true, so SLA is not met. (fail)

1st respond overdue status = true, overdue status = false, so SLA is not met. (fail)

1st respond overdue status = false, overdue status = false, so SLA is met. (success)

my suggestion is to create a new column so that we are able to generate report on tickets to see how is the performance overall. as you know some company are very strict with the SLA because they highly rely on tickets.

regards,
Irwan