Is anyone using the SLAs and Service Measurement feature of SysAid? I am having a real hard time trying to get any type of usable reporting our of this module. Things we are wanting to report on are:
Avg time to resolve incidents by priority
Avg time to resolve incidents by priority AND Admin Group
Avg time to respond to incidents by priority
Avg time to respond to incidents by priority AND Admin Group
% of incidents that did not meat SLA
I have worked with professional services to set some of these up, but I am getting all kinds of skewed results. For example, I have a measurement called Average time to resolve incidents - SysAdmin - Critical. When i go to the Service Measurment and look at that measurement it says 100%. 100% of what? I'm not looking for a percentage, I want a time. Basically, if I have 20 critical incidents assigned to the SysAdmin group, I want to see what the average time was to resolve those. Was it 1 hour, was it 24 hours? What does 100% tell me?
Also, measuring in milliseconds? Really?
This whole module is confusing to me. Any help from anyone that is successfully using it is appreciated!
|| Average time to resolve incidents - SysAdmin - Critical
|| 3 time(s)