Reporting on SLA's in SD7 Enterprise
Reports very poor for actually running a service desk!
I need to produce reports showing how the desk has performed against it's published SLA's for the various functions.
Now that we are playing with SD7 Enterprise, i'd expect to see some better reports in there, alas no. How can I achieve the following?
1/ Produce a report that shows all the members of the desk and whether they have closed of requests within the published SLA
2/ Generate a report showing how many Service Requests, Incidents and REquest for Information have been processed, which ones are within SLA and which ones are not.
I have two SLA's set for Service REquests (80% fix within 8 hours) and Incidents (95% fix within 1.5 hours) and need to report on them - I cannot see where the Request Type field in any of the existing reports.
In the previous version, I achieved report 1 by dumping the raw stats into Excel and doing the calculations in there which was a pain.
If anyone can assist here, It would be appreciated.
Si
I need to produce reports showing how the desk has performed against it's published SLA's for the various functions.
Now that we are playing with SD7 Enterprise, i'd expect to see some better reports in there, alas no. How can I achieve the following?
1/ Produce a report that shows all the members of the desk and whether they have closed of requests within the published SLA
2/ Generate a report showing how many Service Requests, Incidents and REquest for Information have been processed, which ones are within SLA and which ones are not.
I have two SLA's set for Service REquests (80% fix within 8 hours) and Incidents (95% fix within 1.5 hours) and need to report on them - I cannot see where the Request Type field in any of the existing reports.
In the previous version, I achieved report 1 by dumping the raw stats into Excel and doing the calculations in there which was a pain.
If anyone can assist here, It would be appreciated.
Si