Resolution SLA by Workgroup
- 13 Aug 2024
- 6 Minutes to read
- Print
- PDF
Resolution SLA by Workgroup
- Updated on 13 Aug 2024
- 6 Minutes to read
- Print
- PDF
Article summary
Did you find this summary helpful?
Thank you for your feedback
This report is a graphical representation providing insights into the incidents that have met or missed the resolution SLA for multiple workgroups. Additionally, you can filter the report with the status, workgroup, tenant, category, etc. to view the data.
The Resolution SLA by Workgroup report is displayed below.
Figure: Resolution SLA by Workgroup
The following table explains the options available on the toolbar at the report’s top.
Toolbar components | Description |
Pagination | Displays the number of pages available on the report page. Click on the dropdown to view the number of pages. To access a certain page, click on its corresponding number. |
First page | Click the first page icon to navigate to the report's first page. |
Last page | Click the last page icon to navigate to the report's last page. |
Previous page | Click the previous page icon to navigate to the previous page of the report. |
Next page | Click the next page icon to navigate to the next page of the report. |
Toggle Multipage mode | Select the toggle multipage mode to navigate between multiple pages of the report. |
Zoom | Allows you to magnify the content on the report page.
|
Highlight Editing Fields | This option highlights any editable fields available in the report. It is enabled only if there are any editable fields. |
Print | Click the print icon to print the report. You can print the current page of the report. |
Print Page | Click the print page icon to print multiple pages of the report. |
Export to | You can export the report to PDF, Excel, and Image. To export the report to a specific format, click the dropdown menu to select it. |
Search | Click the search icon to search for any text in the report. The search panel has two options to search text.  Figure: Search
|
Full Screen | Click the full-screen icon to view the report in full-screen view. |
Filters
Click the Filter icon to view the preview parameters. You can filter the report content with the available filters in the preview parameters.
Figure: Filters
The following table explains the filters available under the preview parameters panel.
Filters | Description |
| Status | Select the required status from the dropdown to filter the report data. |
Workgroup | Select the required workgroup from the dropdown to filter the report data. |
Tenant | Select the tenant from the dropdown to filter the report data. |
Classification | Select the required classification from the dropdown. |
Category | Select the required category from the dropdown. All the categories are selected by default. |
Registered Time | You can choose the incident registered time and date to filter the report data. The following options are available to select the date range for the report. |
Analyst | Select the required analyst names from the dropdown. |
| Priority | Select the required priority from the dropdown. |
| Location | Select the required location from the dropdown. |
Reset | Click reset to reset the preview parameters. All the parameters will be reset to default values. |
Submit | After choosing the preview parameters, click submit for the filters to be applied. |
Child Report - Resolution SLA by Workgroup Details
The report Resolution SLA by Workgroup is embedded with a child report named Resolution SLA by Workgroup details. This child report is a drill-down report that provides details of incidents that have met or missed the resolution SLA for workgroups.
To access the child report - Resolution SLA by Workgroup details, click the count of incidents with the hyperlink mentioned against the workgroup name.
For example: in the parent report - Resolution SLA by Workgroup, the workgroup named Application Support has 3 incidents with P1 priority that met the resolution SLA. To know more about these 3 incidents, click count 3 with the hyperlink. It opens the child report - Resolution SLA by Workgroup details which provides detailed information about these tickets.
Figure: Parent report - Resolution SLA by Workgroup
Click count 3 under column P1 to open the child report as displayed below.
Figure: Child report - Resolution SLA by Workgroup details
The child report displays the following details, Incident ID,Log time, Logged by, Caller User Name, Classification, Category, Status, Pending reason, Assigned to, Priority, Impact, Workgroup, Symptom, Description, Service Window, Location, Medium, Tenant, Last Updated, Response Time, Response SLA Met, Response elapsed time, Response Deadline, Resolution Time, Resolution SLA Met, Resolution elapsed time, Resolution deadline, Solution, Resolution Code, Closure Code.
Was this article helpful?