Hi Support / fellow users,

  I've been asked by my board to provide a report to each of our clients detailing requests which have fallen outside of the agreed SLA period.

  Firstly, I can't see a simply way to identify such requests from within a Report, other than re-creating my SLA rules one-by-one within a Report.  Is this correct or could I produce a simple report to show which requests were currently outside of SLA?


  Secondly, assuming I am able to report on this, is there a way to automatically flag to the contact when their request falls outside of an SLA, or is the nearest I can get to this emailing them a scheduled report?



  I'd be really interested in hearing how other users have configured their SLA's (for example, we have multiple SLA levels depending on the criticality of a request) and how you may have implemented this functionality on your system.

Thanks in advance,

  Andy