I need to generate a report that shows a breakdown of all my tickets by status: resolved, pending etc and whether or not they have violated our SLA.
The report also needs to include all tickets where SLA isn't being timed because the status is say 'waiting on third-party update' - I'd like to see how many of these we have and how long that ticket has had that status.
Does anyone know if the above is possible? I've tried to get help on this from my agent but not getting very far, any help would be most appreciated.