And now one more report for Service Request with SLA details
For the beginning, let’s invite you in our recent history. In our first project with Service Manager we used Microsoft System Center Service Manager 2010. And not surprising, our customer insisted that SLA target resolution time for each ticket had to be adjusted in accordance with the customer’s working schedule and calendar. SCSM 2010 did not provide this functionality and we built our first complex customization for Service Manager.
Service Manager 2012 out-of-the-box still lacks the ability to measure the duration of SLO instances within the related working schedules. All information you can see in the Service Manager’s reports is calculated for 24x7. During MMS 2012 we discussed the issue with the product’s team and on the TechNet forums there were discussions (like this) about the same problem. Finally, we developed SCUtils SLAInstanceDuration that today deployed in many SCSM environments by our customers and partners.
Last year we published a blog post described a way to create a custom report for Incidents with SLA duration. After recent blog post about Service Request reports we received numerous requests to do the same for Service Requests. You ask, we do. Please download the desired report here.
Below some screenshots of the report.