{"id":23784,"date":"2024-02-15T14:53:34","date_gmt":"2024-02-15T22:53:34","guid":{"rendered":"https:\/\/docs.extraview.com\/v24\/book\/service-level-agreement-reporting-3\/"},"modified":"2025-02-06T13:51:29","modified_gmt":"2025-02-06T21:51:29","slug":"service-level-agreement-reporting-3","status":"publish","type":"page","link":"https:\/\/docs.extraview.com\/v24\/extraview-24\/end-user-guide-1\/reporting-1\/report-types-1\/column-reports-1\/service-level-agreement-reporting-3\/","title":{"rendered":"Service Level Agreement Reporting"},"content":{"rendered":"

If your administrator has configured your installation to report on Service Level Agreements, a selection list will appear at the top right-hand of the screen, with the title Use SLA<\/b>. This is a list of administrator-defined Service Level Agreement (SLA) criteria. An SLA is a measurement that can display one of three indicators, depending on the criteria and the time the issue has been in a given state. This table shows how your organization may have defined SLAs that are expected to be met.<\/p>\n\n\n\n\n\n\n\n
\n\t\t\t\t <\/td>\n\n\t\t\t\tStatus Transition<\/td>\n<\/tr>\n
\n\t\t\t\tPriority<\/td>\n\n\t\t\t\tNew-Open<\/td>\n\n\t\t\t\tOpen-Resolved<\/td>\n\n\t\t\t\tResolved-Closed<\/td>\n<\/tr>\n
\n\t\t\t\tP1 Issues<\/td>\n\n\t\t\t\t< 2 hours<\/td>\n\n\t\t\t\t< 1 day<\/td>\n\n\t\t\t\t< 2 days<\/td>\n<\/tr>\n
\n\t\t\t\tP2 Issues<\/td>\n\n\t\t\t\t< 4 hours<\/td>\n\n\t\t\t\t< 5 days<\/td>\n\n\t\t\t\t< 30 days<\/td>\n<\/tr>\n
\n\t\t\t\tP3 Issues<\/td>\n\n\t\t\t\t< 1 day<\/td>\n\n\t\t\t\tNo commitment<\/td>\n\n\t\t\t\t< 180 days<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Consider an issue that has a given priority of P2<\/b>. This is governed by the middle row in the table. Your defined workflow is to transition the issue from New<\/b> to Open<\/b> to Resolved<\/b> to Closed<\/b> as your personnel address the issue.<\/p>\n

    \n
  1. \n\t\tIf the issue being addressed is in an Open<\/b> status and two hours have elapsed since the issue was created, then it is within normal time limits. In this case, a green<\/b> indicator is displayed on the report<\/li>\n
  2. \n\t\tIf the issue being addressed is approaching the deadline and three hours have elapsed, an amber<\/b> indicator may be displayed on the report to indicate that you are in jeapordy of not meeting the SLA<\/li>\n
  3. \n\t\tIf more than four hours have passed, the issue being addressed has exceeded the agreed SLA. In this case, a red<\/b> indicator is displayed on the report.<\/li>\n<\/ol>\n

    You prepare an SLA report like any other column report, but must select one or more SLA States<\/b> to place on the report. The SLA report may be saved and updated like all other reports. The following is an example of output from a SLA report.<\/p>\n

    <\/p>\n","protected":false},"excerpt":{"rendered":"

    If your administrator has configured your installation to report on Service Level Agreements, a selection list will appear at the top right-hand of the screen, with the title Use SLA. This is a list of administrator-defined Service Level Agreement (SLA) criteria. An SLA is a measurement that can display one of three indicators, depending on…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":23782,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_lmt_disableupdate":"no","_lmt_disable":"","_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"class_list":["post-23784","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nService Level Agreement Reporting - Product Documentation<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/docs.extraview.com\/v24\/extraview-24\/end-user-guide-1\/reporting-1\/report-types-1\/column-reports-1\/service-level-agreement-reporting-3\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Level Agreement Reporting - Product Documentation\" \/>\n<meta property=\"og:description\" content=\"If your administrator has configured your installation to report on Service Level Agreements, a selection list will appear at the top right-hand of the screen, with the title Use SLA. 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