Exclude incident category in SLA report

Developer
Jun 7, 2010 at 1:55 PM

A nice feature would be that some "Classification Category" is not included in the SLA. For example if we are waitning on a hardware from a vendor or a consultant from a company, we might want to stop the SLA, as we cant really affect when the hardware arrives. So a incident category named "Exclude SLA" could be a solution, when the incident is in "Exclude SLA" the time it takes, is not included in the SLA report or affects SLA at all.

Coordinator
Jul 8, 2010 at 7:05 AM

Good suggestion. I've added it to the to do list.

Aug 15, 2011 at 9:34 PM

If you can make a secondary report that would be sweet. My org utilizes the Class category to run reports on individual class areas. It really allows us to report back what has been our leading area of work and what type of tickets we need to improve on and where.