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🤔 I selected my filters and generated my report. However, some of my selected SLAs are missing from the report’s columns column section. Why?
If there is no relevant information about the SLA you selected, it will not appear in your report. In the near future, those SLAs will appear as a blank column in your report.
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Yes! Go to Settings > Advanced > Clean Old Reports. Here you can select how often reports will be automatically deleted.
🤔 My SLA Summary Reports and SLA Detail Reports are showing different values. Why?
The SLA Summary Report is useful for developing issue-based reports, whereas the SLA Detail Report is better for creating SLA-based reports. Once you’ve created a summary report, if you have an SLA that didn’t reach the target date, it shows the remaining duration of this SLA. If you have an SLA that has already been breached, it shows the overdue duration of the SLA.
Once you’ve created a Detail report, it shows the elapsed duration in the working duration column, the remaining duration in the remaining duration column, and the overdue duration in the breach duration column.
REPORT TYPE | SLA INDICATOR | RESULT ON REPORT |
|---|---|---|
SUMMARY | EXCEEDED | OVERDUE DURATION |
SUMMARY | MET/PROGRESS | REMAINING DURATION |
DETAIL | EXCEEDED | ELAPSED, REMAINING, BREACHED in different column |
DETAIL | MET/PROGRESS | ELAPSED, REMAINING, BREACHED in different column |
| Note |
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Please mind that you shouldn’t compare the Summary report with the Detail report to avoid this misunderstanding. |