Idea ID: 2754949

While generating report on SLT records, only parent records close time is not available

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over 1 year ago

While generating report on SLT records, only parent records close time is not available.

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  • Hi  ,

     

    PG views are beneficial when we are using external reporting tool. In this case we are only looking for an operational report/dashbaord which shows the SLA status or trend.

     

    As per thumb rule, SLA should only be considered for closed requests/incidents as SLA can resume till the request is closed. Hence a simple report would be SLA status against tickets closed in a month rather than created in a month

  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

  • Hello,

    There is a subset of parent fields duplicated on the Service Level Target record. For reporting on additional fields, you can use the PG views capability.

    Best regards,

    Brindusa