| Column Name | Description |
|---|---|
| Ticket ID | Unique identifier |
| Ticket Type | Incident / Service Request |
| Priority | P1 / P2 / P3 / P4 |
| SLA Type | First Response / Resolution |
| SLA Target | Configured SLA time |
| Actual Time Taken | Actual response / resolution time |
| SLA Status | Met / Breached |
| Breach Duration | Minutes/Hours breached |
| Created Date | Ticket start |
| Resolved Date | Closure date |
| Client Name | Organization |
| Assigned Agent | Owner |
As of now I’m able to get below things except SLA Target, Breach Duration, Actual time taken
