On Mon, Feb 14, 2011 at 04:56:04PM -0000, Matthew Hattersley wrote: > 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.
