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Currently this is not possible and this is a good feature request which you can open in our Feature request forum .
However if you will describe what exactly your escalations rules does and attach us a screen shots of your escalations rules , we might give you an alternative .]]> http://www.sysaid.com/Sysforums/posts/preList/1480/6746.page http://www.sysaid.com/Sysforums/posts/preList/1480/6746.page GMT
Basically I would need to be able to get statistics on the % of tickets that have exceeded SLA based on the response time. However since there are different response times I can't use a single report - I have to run at least three reports with the different priorities and response times then add them together manually which is awkward.

Could someone supply a SQL query to export the number of tickets where the response time was outside SLA, defined by the priority level?]]> http://www.sysaid.com/Sysforums/posts/preList/1480/6826.page http://www.sysaid.com/Sysforums/posts/preList/1480/6826.page GMT
In SysAid, you have the option to set up times for any purpose and then create reports based on those timers.

You can set up times at preferences > helpdesk setting > timers.

This will allow you to configure different timers for different SLA contracts you may have.

You can read more on the timers option in the SysAid user manual which is available at: http://www.ilient.com/down/SysaidUserManual.pdf

Best regards.
Haim

Best regards.
Haim]]> http://www.sysaid.com/Sysforums/posts/preList/1480/6830.page http://www.sysaid.com/Sysforums/posts/preList/1480/6830.page GMT
As for the rest... SysAid got a report called something like "service breach" (forgot the correct phrase)... which count the number of SR is underdeliver based on the due date.
If you implement the SLA as you defined the due date you might get everything with that single report template.

I uh...
*looking around*
I think.
]]> http://www.sysaid.com/Sysforums/posts/preList/1480/6851.page http://www.sysaid.com/Sysforums/posts/preList/1480/6851.page GMT http://www.sysaid.com/Sysforums/posts/preList/1480/33031.page http://www.sysaid.com/Sysforums/posts/preList/1480/33031.page GMT http://www.sysaid.com/Sysforums/posts/preList/1480/34648.page http://www.sysaid.com/Sysforums/posts/preList/1480/34648.page GMT There is a feature request for something similar : http://www.sysaid.com/Sysforums/posts/list/6680.page
This actually is requesting not to ask as well - but not to ed-escalate.
I think you want the ticket to de-escalate automatically without asking - or do you want the same.
Anyway - I suggest we take the discussion to the feature request forum under the link above - maybe a checkbox for not asking with a default value (Yes/No implemented) will cover both needs]]> http://www.sysaid.com/Sysforums/posts/preList/1480/34663.page http://www.sysaid.com/Sysforums/posts/preList/1480/34663.page GMT
This is quite an annoyance, but one workaround is to use the [u]Action Builder[/u] in the [u]Escalation Rules[/u].
Set [i]SR Custom Int[/i] to any value you'd like to use to track escalations.

Still, would prefer that my techs don't have the extra click in the process....

Cheers.
Ian]]> http://www.sysaid.com/Sysforums/posts/preList/1480/38650.page http://www.sysaid.com/Sysforums/posts/preList/1480/38650.page GMT