Out the Box Report - Incident KPI

Brian_Wiest Customer Super IT Monkey ✭✭✭✭✭

April 2017 in Service Manager

Reviewing the report there is a column for “Not Met Target Resolution Time”.
This has always been blank for me but expected as we did not have any SLA information set.
I setup SLA's for Resolution Date in my lab but when checking the report it is still blank.
Reviewing the SQL statements it appears to be targeting

Where (I.Status = 'IncidentStatusEnum.Resolved' OR I.Status = 'IncidentStatusEnum.Closed')AND I.ResolvedDate IS NOT NULLAND (I.ResolvedDate > I.TargetResolutionTime)

But when I check the columns TargetResolutionTime is blank down the board.

Is this due to SLA Target being saved in the MT_System$SLA$Instance$TimeInformation table?

Comments

Brian_Wiest Customer Super IT Monkey ✭✭✭✭✭

January 2018

Does anyone use this out to box reporting?

0

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