K1000 Service Desk SLA Reporting
Hello guys! I'm a systems analyst and was given the K1000 as my project. I've gotten it tweaked and honed to work perfectly, but I have one thing that's missing: a good SLA report that I can send to management.
With our old system, we had a breakdown of the last three months and the tickets divided by Low, Medium, and High ticket level. Then, the average response time (from a "New" state to an "opened" state) and also the resolution time ("opened" state to "closed" state).
You can see below what our old report showed:
I'm not so much interested in having a three-month view as seen above. A single month view would be sufficient. I'm not a database guy so my SQL knowledge is limited to what I learned in about two college courses, haha. Any help would be appreciated! Thanks in advance.
We currently have three Service Desk queues: service desk, technical, and application. I would want all the queues to be integrated into a single report, I wouldn't need a distinction between the three (i.e. all the tickets from all three queues could be meshed together).
Our reports are generated monthly. I plan on generating these as scheduled monthly reports.
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