K1000 6.3 allows Users to set SLA for the Helpdesk.
This option allow better follow-up and case management.
However, this Option is not integrated to the Wizard yet.
A new column called SLA_NOTIFIED is now available in the HD_TICKET Table which stores the timestamps.
When a SLA breach occurs place, this field will be updated.
By default, the value of this column is NULL. However if a ticket has breached SLA, a Timestamp will be entered in this field.
Presently, the reporting wizard does not provide a option to report on SLA breaches.
By editing the Report via the SQL editor you can add the SLA.
Note: Modifying SQL Query might require basic/advanced knowledge on the subject.
KACE Support do not assist with creating custom reports.
If custom report is required, please contact your Sales Representative for a quote by our Software Team.