Autotask PSA: Why is the SLA Performance Report showing 0 for First Response Hours?

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Question

Why is the SLA Performance Report showing 0 for First Response Hours?

Environment

  • Autotask PSA

Answer

It is because there are no target First Response Hours set up in the SLA.

To access the report, navigate to Service Desk  Reports

If the SLA Performance Report shows 0 for First Response Hours, that means the report is working correctly.

Enter the correct First Response Hours   

  1. Navigate to the Autotask menu → Admin → Features & Settings → Service Desk (Tickets) → Service Level Management → 
  2. Under Objectives, edit the one whose PriorityIssue Type, and Sub-Issue Type is the same as the ticket sample.
  3. Enter the correct target First Response Hours  Save settings
After you make the above change, the next time you associate tickets with this SLA, you will be able to see the correct First Response Hours.
Making this change to the SLA will NOT update tickets that have already completed the first response.

 


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