Creating a SLA Diagnostic Report from a Call

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Status: Published
Version: 1.1
Authors: Hornbill Support
Applies to: All Versions of Supportworks

From time to time there are discrepancies with SLA's on calls. By obtaining the SLA diagnostics, this will confirm the SLA details that have been used on a call at the time the call was logged.

Create the SLA diagnostics by doing the following:


  1. From the Service Desk View - Analyst queue that the call resides in.
  2. Hover over the call & press Crtl, Shift & Right Click on the mouse.
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