Is there a way to add new custom categories for reports on the Web Help Desk?
My goal is to present a report that shows SLA categories, and divide tickets in those categories into sub-categories based on SLA timelines (if a Medium Priority ticket is done in less than 30 hours, it's green; if same ticket is done 30hrs<x<40hrs it's yellow, etc).
Would rather not have to pull our DBA to do it if the product already has this capability.
You cannot add custom categories to the Reports within Web Help Desk.
I recommend contacting your DBA to get the specific information you require.