Incident SLA by User Type Report

Report Description

Incident SLA by User Type Report displays the SLA report priority-wise for each user type (you can specify the Workgroups) 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) user type-wise. The table shows the SLA summary (met/missed SLA) priority-wise for each user type.

Figure: INCIDENT SLA BY USER TYPE REPORT

On the table, click the incident count hyperlink to view the list of incidents for the selected user type, 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 USER TYPE page.

Filters

Click Filters icon on the ACTIONS panel to specify the filter criteria to display records in the INCIDENT SLA BY USER TYPE REPORT.

Figure: INCIDENT SLA BY USER TYPE 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.