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SLA Reporting  XML
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[Post New]25/01/2012 19:59:10
    Subject: SLA Reporting
[Up]
Matrix-Donald
Super SysAider


SysAider from release 7.5 United States
Joined: 11/10/2011
Messages: 78
Offline
I have been working with SysAid and trying to get a grasp on how the SLA module works. It just seems to be way more complicated than it needs to be. I am curious as to what others are doing to monitor SLAs? I was thinking it may be easier to create some custom reports, and wanted to know if anyone had done this yet. Some of the things we are looking to report on are....

Average time to resolve incidents based on Priority and Admin Group. (By time I mean in something more managable than miliseconds)
Average time to respond based on priority and admin group.
Percent of tickets resolved by first level

Any help or insight that people can provide is appreciated.
[Post New]26/01/2012 12:33:02
    Subject: Re:SLA Reporting
[Up]
Wimo
SysAider

SysAider from release 6.5 Netherlands
Joined: 09/06/2010
Messages: 2
Offline
I could really use "Average time to resolve incidents based on Priority"

The wizard keeps crashing when I try to create it myself with SQL code and calculating the duedate and company.
[Post New]06/02/2012 14:40:15
    Subject: Re:SLA Reporting
[Up]
David Lee
SysAid Customer Relations


Joined: 24/06/2009
Messages: 40
Offline
Hey Donald,
On a basic level, the SLA module is simple enough, however you seem to be looking for the advanced functionality.
Well, a step in that direction has been taken in the upcoming version 8.5, due to be released very soon.
We have added the first step of canned reports, like a 'SLA Report Per Measurement' report and other awesome features.
However, as this whole module is a new born baby in SysAid, we take baby steps with it and depend its improvement on the needs and feedback of users like yourself.

I will therefore be happy to suggest the reports you mentioned to the product manager as a feature request, but as I need your Email address for the request (so you will get the notification if/when those are added, I will need you to send the request to: helpdesk@sysaid.com and I will take it from there.


Wimo, If you could sent your request as well, I will add your name to the mix so you both will get the word if/once your feature requests are implemented


Thank you guys for the new ideas.
[Post New]06/02/2012 15:49:17
    Subject: Re:SLA Reporting
[Up]
Matrix-Donald
Super SysAider


SysAider from release 7.5 United States
Joined: 11/10/2011
Messages: 78
Offline
Hey David,

Thank you for your response. I am looking forward to 8.5. I downloaded the Beta, but have been so busy I haven't had time to even install it. I opened up a ticket for you. SR# 48702

Donald
[Post New]21/02/2012 20:48:13
    Subject: Re:SLA Reporting
[Up]
Matrix-Donald
Super SysAider


SysAider from release 7.5 United States
Joined: 11/10/2011
Messages: 78
Offline
Another SLA report I am looking for, which I think should be pretty simple in creating is a compliance report. We would like to see the percentage of tickets that were within SLA compliance, broken down by Admin Group. So if the Service Desk had 500 tickets in a month and 480 of those were resolved within SLA they would have a 96% compliance rating. Is this something that is in 8.5 or can be created in 8.1? (We are planning on upgrading to 8.5 in April)

David Lee wrote:Hey Donald,
On a basic level, the SLA module is simple enough, however you seem to be looking for the advanced functionality.
Well, a step in that direction has been taken in the upcoming version 8.5, due to be released very soon.
We have added the first step of canned reports, like a 'SLA Report Per Measurement' report and other awesome features.
However, as this whole module is a new born baby in SysAid, we take baby steps with it and depend its improvement on the needs and feedback of users like yourself.

I will therefore be happy to suggest the reports you mentioned to the product manager as a feature request, but as I need your Email address for the request (so you will get the notification if/when those are added, I will need you to send the request to: helpdesk@sysaid.com and I will take it from there.


Wimo, If you could sent your request as well, I will add your name to the mix so you both will get the word if/once your feature requests are implemented


Thank you guys for the new ideas.
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