Reporting on response time

We have a SLA measurement of an initial response to a ticket of 4 hours.

From what I can tell this would be the time difference between the
created and started field.

I’d like to be able to graph this directly to a dashboard.

So show the number of tickets responded to within the 4 hour SLA and
those out of SLA. I can’t figure out however to create a saved search or
chart that would show this.

Anyone any ideas?

Cheers

Mat

Kind Regards,
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We have a SLA measurement of an initial response to a ticket of 4 hours.

From what I can tell this would be the time difference between the
created and started field.

I’d like to be able to graph this directly to a dashboard.

So show the number of tickets responded to within the 4 hour SLA and
those out of SLA. I can’t figure out however to create a saved search or
chart that would show this.

Anyone any ideas?

You can create a ticket customfield and use a scrip to fill it when ticket is
resolved with something like “4HSLA OK” or “4HSLA KO”. Then create a
search which find all your tickets and do a chart grouped by this CF.
Save it and add it to your dashboard.