Service Desk - %Met 100% and 0%

[Filipe Falcao]

When we look at this chart MTTR Resolution % MET.
Altough we MET all the issues, cause there was some days without major issues percentage is marked as 0%.

This cause our %Met Major drop from to 66.7%.


There is anyway to fix this?

[Jack Brickey]

I think the issue here, and I think you already know this (?), is that there was not activity for Feb 4. No issues opened none closed. So the charts drop to 0. There is no “fix” because the chart is working as designed. So you can either accept the behavior or use a different chart that sort of reverses the logic showing where the team “missed” expectations. One such example to model after is met vs. breached for SLAs.

hope this helps. 

[Filipe Falcao]

Hi Jack,

Thanks for responding so promptly, but you´re not adding much to this reported issue.

If there was not issues opened or closed, means that the SLA was 0% - till that part I would even understood.
But this affect the entire %met over the time.
The actual %met SLA for issues on this period was 100% not 66.7%. 
Support teams shouldn´t not seen their %MET SLA over the quarter or period affected by not having issues to work on.

So I will continuing waiting for a working solution.

[Hannah Cheadle]

Yes, I'm having the exact same issue. Please let me know if this has a workaround or resolution! Thanks! Hannah