Custom SLA Reports in SBM 11.6

Starting in SBM 11.6, you can now create and run custom Service Level Agreement (SLA) reports based on Listing, Distribution, Advanced Distribution, and Summary reports.

Let’s check this out.

First, in Application Administrator, I need two new report privileges, Create/Edit/Delete SLA reports and Run SLA reports.

Now, assume that I have the SLA engine running, an SLA defined, and a few items submitted that are subject to the SLA. I’ll create a simple listing report.

Before I do anything else, I need to go to the Additional Options page and select Show SLA Fields. This enables SLA fields to appear in most places in the report definition where other regular fields appear (where applicable).

Now, on the Content page, you can see that the SLA fields appear in the Select Columns to Display list. I’ll select them all and move them over.

 

After that, on the Search Filter page, I’ll specify that just items that are subject to the Test SLA will appear in my report:

And here’s my report:

Let’s create a distribution report now. As with the Listing report, I first select Show SLA Fields and then set my search filter to the Test SLA.

For this report, I want to show how many items are at risk for violating the Test SLA, sorted by type and output as a percentage. So, on the Content page, I set my options as shown below:

Here’s what my distribution report looks like:

Now I can easily see the types of items that are at risk for violating the Test SLA, the total number of items, and the distribution for each category.  

SBM 11.6 Work Center Search Improvements
SLAs with SBM Notification Engine

Comments 1

 
Derek George on Thursday, 06 June 2019 11:27

Nice to see this as OOTB now instead of requiring a custom reporting solution

Nice to see this as OOTB now instead of requiring a custom reporting solution

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