Service Management Help

Service Request Management

Report Description

SR SLA by Customer Report displays the SLA report Priority wise for each customer (you can also 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) customer-wise. The table shows the SLA summary (met/missed SLA) Priority-wise for customers.

SR SLA BY CUSTOMER REPORT page
Figure: SR SLA BY CUSTOMER REPORT page

On the table, click the SR count hyperlink to view the list of SRs for the selected customer, priority, and SLA status. 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 CUSTOMER REPORT page.

Filters

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

Report: FILTERS pop-up window
Figure: 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.

Release Notes | Installation Guide | Other Documents

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