Reports on ticket metrics and SLA performance
SECURITY Refer to Required Permission for each report
NAVIGATION Refer to Path for each report. Note that LiveReports may be published to any report category or multiple report categories, or may not be published at all in your Autotask instance. To publish a LiveReport, refer to Publishing LiveReports.
Standard reports
SLA performance by SLA
Required Permission | Security level with access to Reports > Executive category or Service Desk category: Service Level Management must be enabled in Autotask. Users without Ticket View permission will see only a ticket number. |
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Path |
> Reports > Report Categories > Executive > Service Desk section > Reports > Report Categories > Service Desk > Ticket Resolution Performance section |
Description | Service level agreement performance data for the selected filter criteria, grouped by Organization Your Autotask instance may be configured to use one of the following terms instead:
Account, Business Unit, Client Company, Customer, Site.. This includes actual performance vs. goal for the First Response, Resolution Plan, and Resolved events. |
SLA performance by ticket
NOTE SLA data is available in the LiveReports Service Desk > *Ticket sub-category. All SLA Events, their due dates and times, actual hours, and whether the SLA was met are exposed.
Ticket metrics by issue type
Ticket metrics by queue
Ticket metrics by resource
Weekly ticket metrics by ticket source
LiveReports
Closed Ticket Performance
Required Permission | Security level with access to Reports > Executive category (assigned to default System Administrator and Manager security levels) May be published to other security levels, departments, or resources. Reports respect ticket security. Permission to view a ticket is required for it to be included in a report. Refer to Service Desk security settings. |
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Path |
> Reports > Report Categories > Executive > Service Desk section |
Description | This report displays a recap of completed tickets. It includes the option to filter by date completed. |