How can I create a report regarding SLAs?
Hello everyone,
At the company where I work, we have started using YouTrack as a ticketing tool for Customer Care management.
I need to create a report that measures SLAs to assess whether they are being met or exceeded. I've tried everything but haven't been able to find a suitable solution among the available templates.
Does anyone have any suggestions/ideas on how to create this report?
Thank you very much,
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Hi Marco,
Sorry for the delayed response.
You can create a few custom fields that for tracking whether SLA is met and calculate their values from a custom workflow. After this, you'll be able to see the aggregated data for those fields in a report.
There's also a feature request for adding SLA reports in our tracker: https://youtrack.jetbrains.com/issue/JT-74715/Helpdesk-SLA-reports. Feel free to vote for it by clicking the thumbs-up icon in the top right corner!