I’m looking for an effective way to create/run a report on tickets from a specific queue, with specific owners and find out how often during the tickets’ lifetime (from open to close) the owner missed the response Due Date (as set by SLA). I want the report to return every instance that a ticket has a missed Due Date, showing the columns for ticket number, Due Date, the corresponding update transaction for that Due Date (our Due Dates update every time there is a response, until close), and the ticket Priority. Any suggestions?
David Hollinger III
IT Infrastructure Coordinator
Handwriting Without Tears
(301)263-2700 ext 285
(402)430-3127