Analytics - Cancelled Status for SLA %

Hi @raymondcanilao 

You might try a variable instead of a status, because using a status will always show such ticket as not resolved / not closed, forever (which technically speaking is true).

Either way, you may add filters to the reports:

We use the same widget as you, and it is completely customized with Filters:

For this particular one, we used Page Filters, but you may use Widget Filters or Report Filters.

In my previous screenshot, you may notice it is actually applying filter by status (Status does not include Closed and Resolved). You may add your own status.

As per my initial suggestion, we have created a variable called Invalid, and we use it in the Report filters like this:

In the Reports, you may click on the Edit and then set your own filters, once again, ether by widget, page or report, based on your needs:

Let me add some additional tips, not related to reports, but for this same scenario:

In the Customer Satisfaction Survey, ensure to include a Filter for this status Invalid so it won’t send a Survey to your requester for such cancelled / invalid / rejected tickets:

Hope this helps.

Let me know if you require further clarification.

Regards,

Elvis