Filtering SLA metrics by date

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  • Graeme Carmichael
    Community Moderator

    Shane

    Yes, your reasoning is correct. Filtering by Ticket (Date created) over the last 7 days will only show tickets created in the last 7 days and so all your tickets with long SLAs will not breach.

    You may find it better to use views to monitor open tickets for potential SLA breaches and use Insights for reporting overall SLA performance.

    For Insights, there are a list of SLA recopies included here that may be a good starting point. 

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