Report Description
Incident SLA by Workgroup Report displays the SLA report of the Workgroups (Workgroups you selected) Priority- wise for the time period you specified (and Tenant you selected). Under the Resolution tab, the Resolution SLA data is displayed. Under the Response tab, the Response SLA data is displayed.
The graph shows the SLA summary (met/ missed SLA) Workgroup-wise. The table shows the SLA summary (met/missed SLA) priority-wise for Workgroups.
Figure: INCIDENT SLA BY WORKGROUP REPORT
On the table, click the incident count hyperlink to view the list of incidents for the selected workgroup, priority, and SLA. On the INCIDENT LIST pop-up page, click the Incident ID hyperlink to view the incident details. For information about viewing reports, see View Reports.
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the INCIDENT SLA BY WORKGROUP page.
Filters
Click Filters icon on the ACTIONS panel to specify the filter criteria to display records in the INCIDENT SLA BY WORKGROUP REPORT.
Figure: INCIDENT SLA BY WORKGROUP REPORT: FILTERS pop up window
PUSH REPORT
Click PUSH REPORT to configure the reports to be sent to the configured users at set intervals.
EXPORT TO EXCEL
Click EXPORT TO EXCEL to export and download the table data to a Microsoft Excel sheet.