.e11 Help Desk Software Manual for customer support & service software
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To add an SLA report:
1. Open the View Report Types page.
2.
Under SLA Report in the View
Report Types page, click .
3. View SLA Reports page opens, as shown in the Figure 7-8-1. This page will show you the SLA report name with a brief description about it. It will also show you the date and time of the creation and modification of the SLA report. The author's (representative) name, who created the report, will also be mentioned.
Note: You can view the Trash 
in
View SLA Reports page, only if there is a deleted SLA report(s). You can
also view details about an SLA report by clicking 
in
the View
SLA Reports page.
4.
Click 
to
open Add/Modify the SLA Report page. Enter the information in the required
fields, as shown in the Figure
7-8-2.
Required Fields |
|
Field |
Description |
|
Report Name |
Name for the SLA report. |
|
Duration Criteria |
Specify the time duration for which the SLA report is being generated on the basis of Ticket Creation Date or Last Ticket Modification Date. |
Note: Ticket Creation Date is the date when the ticket was generated whereas Last Ticket Modification Date is the date when the ticket was last modified.
5. You can also add information in the optional fields:
Optional Fields |
|
Field |
Description |
|
Report Description |
Brief description of the report. |
|
Allow Deletion |
Check the box to allow deletion of a report at a later date. |
|
Report Criteria |
Select the name of the clients to be displayed in the Business Report [Outside SLA] page. |
Note: If you don’t select clients under the report
criteria, the SLA report will be displayed on the basis of System. To
select the name of the client under the report criteria, click 
. Select Clients box pops-up. Click on the name of the clients
and click 
. You can also select multiple clients by pressing
the control key, as shown in the Figure 7-8-3.
You can also filter the clients by the alphabet.
6.
Click 
to
add an SLA report and 
to add and open the Business
Report [Outside SLA] page. This page will show you the SLA violation report
of the selected clients, if any, within specified time duration, as shown
in the Figure 7-8-4.
Note: Click 
to print the page or
to export this page to Excel.
Example: At times, you may need to create an SLA report
to track the client SLA violations. To do so, enter an SLA Report Name,
and specify the time duration for which the SLA report is being generated
on the basis of Ticket Creation Date or Last Ticket Modification Date,
as shown in the Figure
7-8-2. You can also enter information under description and
select the clients for whom you want to view the SLA report under report
criteria. In addition to that, you can allow the deletion of a report
at a later date by checking the box, as shown in the Figure 7-8-2. Click to
add and view.