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Incident SLA Details

This dashboard enables you to view Service Level Agreement (SLA) details of the incidents for any specific date. You can view breakdown the of incidents by their assignment group, assignee, reassignment count, and Met SLA status.

Tip:

You can use the Level 2, Level 1, Assignment Group, and Priority selectors to filter and view the corresponding Incidents' SLA details.
Click the Incident Daily Trends button in the top left of your screen to get an overview of the incidents.

Metrics Used

Metric Name	Description
Reassignment Count	The number of times an Incident has been reassigned within the assignment groups.
Incidents Met SLA	The number of incidents that have met their SLA criteria within a defined time period.

Related references

Incident Metrics

Incident Analytics