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In-App Reports Help

Dave Longley

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I am currently looking into the In-App reports and have a few questions.

  1. When i run the First Time Fix report, 100% of my tickets are not showing as achieved. what is the logic behind these so that i can see why my tickets are not being flagged as FTF? 
  2. Also I can see that the report 'request Incident Response Time by service Level' is available, but how can i customise this? so that i can filter by team or service? 
  3. Again, the same goes for open tickets by age, i want to filter this by team/analyst 
  4. Can we filter any of these report by date?
  5. Do you have any reports available which can show tickets which have breached SLA?
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