October 2014 is a month of the SCSM reporting. Adding one more piece to the jigsaw puzzle of the Service Manager 2012, we’ve created and published a new report for Service Requests with the information about the SLO instance’s durations.
Does it really matter? For instance, if a ticket had been created on Friday and then resolved on the next Monday, how long the resolution time was? 3 days or several hours? That depends on the related calendar. And this report shows the actual durations of each SLO instance for Service Requests. More information and the report’s download link are here.