When no issues are opened during a reported time period, it is more useful to management(who is reading the report) to see that 100% of a goal was met rather than 0%. With the current design of the '% Met' report options, it is impossible to tell whether a bunch of tickets have been raised and breached, or no tickets have been raised at all.
Service Desk 3.8.1
- Use the default SLA goal configuration in a pristine environment
- Create a new test issue at the "Highest" severity
- Immediately transition the issue to closed
- Create a new custom report that displays 'Time to resolution - % Met'
- Set the report to 'Past 48 hours'
- Notice the spike from 0% to 100% in the last hour
- Wait an hour without opening any other issues
- Notice the last hour moves back to 0%
The same behavior happens when 'Time to first response - % Met' is selected.
During periods where 'No issues' are found, the goal of responding to or resolving zero tickets has essentially been achieved. This should be reflected as 100% met.
Periods where 'No issues' are found reflect as 0% met. This information doesn't reflect whether issues are not being responded to or if no issues came in at all.
While it is possible to us the 'Time to first response - Breached' and 'Time to resolution - Breached' options to get similar information from the opposite direction, the '% met' reports contain totals for all of the incoming tickets. This is potentially more useful because you might be able to extrapolate why issues are breaching(e.g., higher volume).