We have a customer who has an SLA based on a Proposed Resolution for an incident. Not going to go into details on what is a proposed resolution. My thought was to use the Status History data that is now available in AP. So I would create a new status choice in ServiceDesk Plus MSP called Proposed Resolution. I would like to create a report by incident that would capture all the time that counts towards their SLA. I can do that as shown below.

What I need is the following - to show the SLA time allowed which varies by Priority and a column that shows if we met the SLA or missed it. So for example in the screen shot above ticket 19106 is a Priority 3 ticket. This has a 24 hour SLA and we met it. Ticket 19107 is a P4 ticket which has a 7 day SLA which we also met.

Can this be done perhaps by creating some tables and formulas in Analytics?

Thanks,

Brian