Report Description
Incident SLA by Business Unit 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 Business Unit-wise. The table shows the SLA summary Priority-wise for Business Units.
Only when the customer is configured is configured as parent customer via Admin > Customer List > Customer > Parent Customer, business unit is displayed as parent customer. Otherwise, for ticket caller customer, business unit is displayed as NA.
Figure: Incident SLA by Business Unit
On the table, click the Incident count hyperlink to view the list of incidents for the selected Business Unit, Priority, and SLA status. On the TICKET LIST pop-up page, click the Incident ID to view the incident details. For information about viewing reports, see Viewing Reports.
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the Incident SLA BY BUSINESS UNIT REPORT page.
Filters
Click Filters icon on the ACTIONS panel to specify the filter criteria to display records in the SLA BY BUSINESS UNIT REPORT.
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.