Incident Response and Resolution SLA

The Incident Response and Resolution SLA Compliance dashboard tracks how closely incident resolution procedures follow Service Level Agreements (SLAs). It offers up-to-date information on how successfully events are resolved within predetermined time constraints. IT teams may use this dashboard to prioritize activities, spot possible SLA violations, and uphold service agreements. Organizations may guarantee continuous service delivery and enhance customer satisfaction by meeting or surpassing expectations by monitoring SLA compliance.

To view the Incident Response and Resolution SLA Dashboard, perform the following steps:

1.  Navigate to Service Management > Reports.
   
   
2. Select Dashboards. Select the module as Incident.
   Figure: Incident Response and Resolution SLA Dashboard 
   
   
3. Click and open the Incident Response and Resolution SLA Dashboard. You can select from the various filters such as tenant, status, workgroup, medium, priority, requestor location, category, analyst, and date.   
   Figure: Incident Response and Resolution SLA Dashboard details 
   The selections for Tenant, Status, Workgroup, Medium, Priority, Requestor Location, Category, Analyst and Date are available as multi-select options. 
   Figure: Multi select
   
   Click the Filter icon to clear the selection. 

The following table explains the reports available in the dashboard.

Dashboard	Description
Metric dashboard	Displays the count of incidents resolved, response SLA met, response SLA missed, resolution SLA met, resolution SLA missed.
Graphical Dashboard
Mean Time to Respond and Resolution in Hours by Workgroup	Displays the meantime taken to respond and resolve (in hours) incidents by different workgroups.
Response SLA Compliance by Workgroup	Displays the count of incidents that have met the response SLA by the workgroup. The color legend is
Resolution SLA Compliance by Workgroup	Displays the count of incidents that have met the resolution SLA by the workgroup. The color legend is
Mean Time to Respond and Resolution in Hours by Analyst	Displays the meantime taken to respond and resolve (in hours) incidents by different analysts.
Response SLA Compliance by Analyst	Displays the count of incidents that have met the response SLA by analysts. The color legend is
Resolution SLA Compliance by Analyst	Displays the count of incidents that have met the resolution SLA by analysts. The color legend is
Mean Time to Respond and Resolution in Hours by Priority	Displays the mean time taken to respond and resolve (in hours) incidents by different priorities.
Response SLA Compliance by Priority	Displays the count of incidents that have met the response SLA by priority. The color legend is
Resolution SLA Compliance by Priority	Displays the count of incidents that have met the resolution SLA by priority. The color legend is
Mean Time to Respond and Resolution in Hours by Category	Displays the mean time taken to respond and resolve (in hours) incidents by different categories.
Response SLA Compliance by Category	Displays the count of incidents that have met the response SLA by category. The color legend is
Resolution SLA Compliance by Category	Displays the count of incidents that have met the resolution SLA by the category. The color legend is

Inspect Data

The inspect data option is available on the data item in the dashboard.
Figure: Inspect data

The Inspect data opens a window that displays raw or aggregated data. 

• Aggregated data - It displays the aggregated data retrieved from the dashboard item's data storage. 
• Raw data - It displays the underlying raw data from the dashboard item. 

The inspected data can be exported to Excel.
Figure: Export to excel

Export To

The entire dashboard or a single card in the dashboard can be exported. The available options to export are:

• PDF - You can export the dashboard or a single card to PDF format. 
• Image - You can export the dashboard or a single card to Image format. 
• Excel - You can export the dashboard or a single card to Excel format. Figure: Export to

To maximize the card, click icon.
Figure: Maximize

To minimize the card, click icon.
Figure: Minimize