I love the SLA target conformance report. I would love to be able to narrow down or sort the tickets based upon the report technician. A lot of our tickets come in via email and the web app, so we have a rule that automatically assigns them to a technician. My staff is supposed to be entering an update as quickly as possible as proof that they see the ticket. They are supposed to enter that they received the ticket and will be either working on it or elevating it to Level 2.
I would like to be able to see and track the time it takes for the first technicians to acknowledge/respond to the ticket with an update and then sort or filter the SLA by the technician that performed the first update.
Thanks,
Steve Peace