Hi Support,

We are setting up SDP for a new Service Desk, but I need to create some custom reports.

Number of calls taken (breakdown by Mode)
Failed Response SLA for Day/Week/Month
Failed Resolution SLA for Day/Week/Month
Average Resolution time by Category/SubCatagory
Average Resolution time by Technician

Even if you could point me in the direction of the field names required for these Queries that would be very helpful.

Regards,

Ben Louisson