Why is the SLA Performance Report showing 0 for First Response Hours?
- Autotask PSA
It is because there are no target First Response Hours set up in the SLA.
If the SLA Performance Report shows 0 for First Response Hours, that means the report is working correctly.
Enter the correct First Response Hours
- Navigate to the Autotask menu → Admin → Features & Settings → Service Desk (Tickets) → Service Level Management →
- Under Objectives, edit the one whose Priority, Issue Type, and Sub-Issue Type is the same as the ticket sample.
- Enter the correct target First Response Hours → Save settings