Multiple Service Level Thresholds

[SympCP]

A service supported by our Service Desk requires the ability to historically report on two Service Level Thresholds, 60 sec and 240 sec.

From what I see, there is no way to setup the config this way. Does anyone know, using Crystal Reports, how to calculate this second Service Level required?

Thanks!!!

 

[da2004]

you'll have to take the ApplicationStats.
You have database fields like ansdelay2 in 2 second steps until 60 seconds and from 60 secs to 300 secs in 10 secs steps.

Create a formula like this: ansdelay2+ansdelay4+...+ansdelay60

That's your second Servicelevel.

it'll get very long.

There's also a standart report called "Application Delay before answer.
(this is for sccs42)

 

[SympCP]

Thanks for the heads-up on the Application Delay reports.
I can derive the Service Level from the charts using the Service Level formula.

Although Crystal would be much better, they only need this once a month, so I'll create a simple spreadsheet and they can simply populate it and BINGO, they get their Service Level.

Thank DA2004!!! Appreciate the help.