SLA Reporting Improvements

The views that contain affected SLA records and the SLA reports have a few more filters now. The filters that were added are:

• Customer
• Customer account
• Provider account

The ‘Service Provider’ filter was already available. The ‘Customer’ filter replaces the ‘Organization’ filter to remove any confusion between the customer organization and the service provider organization.

Also, to simplify things a little, the following report names have been adjusted:

• SLA Resolutions Over Time
  This report has been renamed to: SLA Resolutions
• Best Effort SLA Resolutions Over Time
  This report has been renamed to: Best Effort SLA Resolutions
• Average Time to SLA Resolution Over Time
  This report has been renamed to: Average Time to SLA Resolution