SLA Reporting / Subscribe to a request/ticket

Hi there,

I'm currently evaluation ServiceDesk Plus, and I only need few things to be clarified before I make my decision.

First question: I have two groups defined and wants to know how these two groups performs every week, according to the SLA. So every monday, I would like to know how many percent of the requests/tickets was finished within the defined SLA. An example output could be like this:

High SLA = 86 %
Normal SLA = 100 %
Low SLA = 55 %

Is it possible, and how do I do this?

Second question: Is it possible for a user (not technician) to subscribe to another user ticket, and follow the progress of the ticket, not as an owner, but as an subscriber (getting updates by mail/RSS)?

Best regards,

Allan Bartroff
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