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did you check OOTB reports? e,g: Incident Submission Trend' report. You can refer this report and make a copy of it with required changes.
Incident submission trend report will show over all tickets logged. We want to see how many tickets were logged by each service desk instances.
You can achieve this by following this design mention in Last 12 Months Report in between years - In Smart Reporting
You just need to filter for selected groups, and modify the date range filters if required.
Hello Abhay, Thanks for response. This link you provide dosent help for our requirement. Let me give here detail requirement.
1. We have 4 service desk instances and they get user tickets directly and sometimes they are second team to get the tickets.
2. We want to calculate response SLA for each SD instance.
3. Response SLA will be applicable only if SD is getting ticket directly or they are logging it.
4. Considering above, we want to calculate response SLA for each SD instance whrein SD is the first team to touch the incident.
I hope above explanation will help u all to help me in configuring in required report
Thanks in advanve
your description shares a lot with First Call Resolution - Capture Metrics in Smart Reporting from ITSM Incident Management; something like that could help you determine which tickets are to be associated with each service desk instance, then you could combine it with report Ganesh mentioned. Or you could add responder group determined by it to report Abhay mentions as well to get number of tickets handled by particular support group expressed in regular time periods (original report displays per month, but it can be transformed to display per week, per day, or any other time period).
P. S. Are you only interested in SLA compliance or do you need specific durations as well? Do you have multiple independent service targets per ticket?