Run an SLA Report

Destiny Help Desk users with the View Requests Reports permission can run a service level agreement (SLA) Report. This report shows requests that are linked to an SLA, as well as the number that are compliant, at risk, and have breached either the first response and/or resolution time.

You can customize your view of this page.

To view the SLA Report, select Reports > SLA Report. The report defaults to today's date.

SLA report page.

To target the data you want, do any of the following:

To... Then...
Modify the date range
  1. Click the start date field, and use the calendar to select the desired date.
  2. Click the end date field, and use the calendar to select the desired date.
  3. Click View.
Choose a preset time period Use the Select Period drop-down to select the desired time period.
Add or remove columns
  1. Click Columns. A pop-up appears.
    Select Columns pop-up.
  2. To add a column, from the Unselected section, select the column you want to display and then click the right arrow.
  3. To remove a column, from the Selected section, select the column you want to remove and then click the left arrow.
  4. To change the order columns appear, drag and drop into the desired order.
  5. Click Save.
Note: All custom fields for requests are available as selectable columns.
Filter a column
  1. In the column you want, click Three dots icon.
  2. Select the desired filters.
  3. Click Filter.
Print the report Select Actions > Print PDF. The report appears in your Downloads folder.
Export an Excel file Select Actions > Export to Excel. The report appears in your Downloads folder.