Question
EY El Salvador
SV
Last activity: 31 Dec 2021 11:20 EST
Drill down report by SLA and case status
I want to generate SLA report by status, it should include both resolved and non-resolved cases. Is there an OOTB report available that can use or modify to satisfy my requirement? basically the report needs to group first by SLA (within goal, past goal, past deadline) and second by case status, then drill down based on those two columns
Pegasystems Inc.
FR
How can you report on SLA for resolved cases? SLA are usually on assignments and resolved cases will not have any assignments left right.
Updated: 1 Feb 2021 18:29 EST
EY El Salvador
SV
@MarcLasserre_GCS well, we aren't using SLA for assignments, we just want to report the overall case SLA, we need one report for unresolved cases and another one for resolved cases. The issue that we are facing is the filtering on the drill down report doesnt seems to be working. Unfortunately all our cases in our dev enviroment are past deadline, but regardless of that and wheter we click on the wiithin goal, past goal or past deadline column. The drill down report just filters by status and completely ignores the SLA so we ended up having all the report filtered down just by status
Notice how I still got cases even though the summary report showed that there were no open cases that were within goal (rest of the columns were hidden)
Tata Consultancy Services
IN
@CarlosV1753 Did you figure out the right table and filter condition to achieve this requirement?