SR SLA by User Type Report

Owned by Enterprise IT
May 29, 2024
2 min read

Service Management Help

Service Request Management

Report Description

SR 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.

Note:

The  user type includes the user who are not mapped to any User Type for the selected Tenant. 

Example: Consider Alex is not mapped to any User Type and Ben is mapped to VIP User Type. Upon generating the report, the resolution and response details of Alex are included in the  User Type. Whereas, the resolution and response details of Ben are included in the VIP User Type.


SR SLA BY USER TYPE REPORT
Figure: SR SLA BY USER TYPE REPORT

On the table, click the SR count hyperlink to view the list of SRs for the selected user type, priority, and SLA. On the TICKET LIST pop-up page, click the SR ID to view the SR details. For information about viewing reports, see Viewing Reports.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the SR SLA BY USER TYPE REPORT page.

Filters

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


Figure: SR 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.