SLA Reports

[wsandwith]

I am not seeing a simple way to get an SLA report for a client. What the report should have is the Date/Time ticket opened, Date/Time ticket was worked on and total time between these 2 events.

Currently this does not seem possible without some wizardry using the report creation tool which i don't have time to deal with.

Am i the only one who needs this?

[Support Team]

Thank you for posting this.


While the out-of-the-box Ticket reports do not include this information, it should be possible to customize one of the Ticket reports and add a field named "Open to Close Hours" or "Open to Close Days/Hours" that shows the time between the ticket's opening and closing.
We can assist with this report customization if needed. Feel free to email us (support@) and we'll share the specific format with you to import.


Hope this helps.