I use a simple metric of "SLAs Achieved / (SLAs Achieved + SLAs Breached)" to get a percentage of comments solved within SLA.
These are the metrics used for my own metric, I believe they are default metrics:
- SELECT IFNULL((SELECT COUNT(Records of Ticket SLAs) WHERE SLA Metric Status = Achieved and Ticket Status <> Deleted and SLA Policy <> (empty value)),0)
# SLAs Breached (Total)
- SELECT IFNULL((SELECT COUNT(Records of Ticket SLAs) WHERE SLA Metric Status in (Breached (Active), Breached (Fulfilled)) and Ticket Status <> Deleted and SLA Policy <> (empty value)),0)
I use the following filters since we only look at the SLA for a given set of users:
- Week (Mon-Sun)/Year (Event) is "last week"
- Ticket Group isn't (list of given groups not relevant for this report)
- Ticket Assignee isn't (list of given people not relevant for this report)
Now, in my understanding it should be Updater rather than Ticket Assignee, but the report won't let me use Updater so I'm forced to use Ticket Assignee.
At 7am this morning, the report was generated and sent out via GoodData and gave a number of 89.16%, however now (about 4 hours later) it gives 87.33%. How can reports that look at an earlier Event vary by that much?
Please sign in to leave a comment.