WebHelpDesk - SLA Reporting
I know WebHelpdesk is quite popular with those on this forum. We have been using it wit great success since March 09 now, we are really happy.
One problem though. We are trying to generate an SLA report (jobs closed within the specified time dependant on the Priority of the job)
There is a built in measure on the WebHelpDesk reporting panel called "on-time status". This shows the number of jobs that were set to the status of "Closed" in realtion to weather or not they were closed within there SLA.
The problem we have is that we also use the "Resolved" status type. The process we follow is
JOB OPENED - Status = OPEN
JOB FIXED BY TECH - Status = RESOLVED
EMAIL SENT TO CUST TO CONFIRM RESOLUTION = If they confirm STATUS = CLOSED
EMAIL IGNORED = Status goes to closed after 2 days after RESOLVED
Now the on-time measure only checks the date closed against the date due. So if we resolve a call on-time but the customer doesn't confirm this, it can go past its due date whilst its in the 2 day waiting period.
Anyone have any tips on getting a report to get round this?
Sorry If i haven't been very clear.