> For the complete documentation index, see [llms.txt](https://docs.alemba.com/asm-gaia-10.4/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.alemba.com/asm-gaia-10.4/use-asm/dashboards-and-reporting/descriptions-of-default-reports-and-dashboards-sdi-classifications/8.6-average-time-to-resolve-incidents-or-fulfill-service-requests.md).

# 8.6 Average time to resolve incidents or fulfill service requests

| Dashboard Name       | 8.6 Average time to resolve incidents or fulfil service requests |
| -------------------- | ---------------------------------------------------------------- |
| Availability         | ASM All Version                                                  |
| Type                 | SQL                                                              |
| Categorisation       | SDI                                                              |
| Available Parameters | Channel, resolved Date, IPK Status, Target                       |

#### Description

The service desk routinely and consistently collects data about the average time taken to resolve incidents and fulfil service requests and compares it to the goals/objectives detailed in the service level agreement (SLA).

#### Requirements / Considerations / Specification / Configuration

| Type        | Information                                                                                                                                                         |
| ----------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Requirement | IPK statuses to separate Incidents and Service Requests, this does not cover workflow driven requests as part of Request Fulfilment                                 |
| Config      | The target value can be set on a per customer basis by altering the ‘Target’ expression stored against the datasource in the Dashboard.                             |
| Spec        | A full 13 month of data (excluding the current month) is reportable. This is a rolling 13 months and allows comparison of previous year month to last reprted month |

#### Screenshots

!\[Chart, line chart

Description automatically generated]\(/files/RKbZMnSRc351bQKH64Kd)