Reports

Question 1

list 4 default reports

Answer 1

workload
satisfaction
requests deflected
request resolved

Question 2

list 9 built-in custom reports

Answer 2

Created vs Resolved
Time to Resolution
SLA Met vs Breached
Incidents by Priority
SLA Success rate
Service Requests
Problems by Priority
Change by Type
Time to approve normal change

Question 3

list 8 built-in JQL functions for SLAs

Answer 3

breached
completed
elapsed
everBreached
paused
remaining(timevalue)
running
withinCalendarHours