ServiceDesk Plus SLA Reports
How can I run SLA violation reports that return results for the technician who owned the request at the time of the violation rather than the technician who owns \ owned it? For instance, technician A owns a request and violates SLAs on that request, and technician B sees the violations and picks up the ticket, works it, and closes the request, when I run reports for SLA violations, the violation shows under technician B rather than technician A. I need accurate report results to measure and work with those technicians who are struggling with SLAs. Thank you!
Topic Participants
Christine McCall
V Murali
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