---
title: "Read the SLA compliance report"
description: "Open the administrator-only SLA report, read compliance for the whole workspace and for each policy, then explain the figures that look wrong."
updated: "2026-08-28"
audience: [administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/bao-cao/tuan-thu-sla"
---

The **SLA Report** gathers the SLA status of every ticket into one compliance
figure per team and policy. This page reads those figures, including the ones
that look wrong and are not.

## Goal [#goal]

Know the current compliance rate for the workspace and for each policy, and
know where a low rate came from.

## Before you begin [#before-you-begin]

* The **administrator** role. Any other role opening this address is sent to **Tickets**, with no explanation.
* Nothing in the navigation column leads here; open `https://<your-domain>/reports/sla` directly.
* At least one SLA policy running — see [Set an SLA policy for a team](/en/ticket/chinh-sach-sla).
* With no policy attached to any ticket the page shows only **No SLA data yet**.

## Steps [#steps]

1. Open `https://<your-domain>/reports/sla`. The page is headed **SLA Report**.

   ![The SLA Report page with the All teams picker on the right and a No SLA data yet block filling the content area](https://helpdesk-docs.svr1.feedapp.click/images/docs/bao-cao/tuan-thu-sla/01-bao-cao-sla-chua-co-du-lieu.en.webp)

   *The SLA report before any ticket has been graded: the team picker on top, No SLA data yet below it.*
2. Read the four tiles at the top: **Total tracked**, **Compliance**,
   **Satisfied**, **Failed**.
3. Read **Compliance** as **Satisfied** divided by **Satisfied** plus **Failed**.
   Tickets still **In Progress** count for neither side until they resolve.
4. Narrow the page with the **All teams** picker on the right if one team is all
   you need.
5. Read each card below. The small line is the team, the bold line is the policy,
   and the right-hand figure is that card's own compliance.
6. Inside a card each row is one status — **In Progress**, **Satisfied** or
   **Failed** — with a ticket count and **Avg hours to satisfy**.
7. Press the number in the **Tickets** column to open the ticket list already
   filtered to that policy.
8. Take **Avg hours to satisfy** literally: it exists only on the **Satisfied**
   row, and it measures wall-clock hours from ticket creation to the target stage.

## Two rules that make figures look odd [#two-rules-that-make-figures-look-odd]

Both rules belong to the SLA policy rather than to the report, and are explained
on [Set an SLA policy for a team](/en/ticket/chinh-sach-sla). Here is how they
surface in the numbers.

A policy with no priority filter attaches to low-priority tickets alone. Its
card therefore carries a surprisingly small **Total tracked**, and the urgent
tickets of that same team appear nowhere in the report.

A failed status is permanent. The **Failed** count never falls, not even after
the work is finished, so **Compliance** rises only on the back of tickets
satisfied later.

## Verify [#verify]

Add up the **Tickets** column across every row of every card: the total matches
the **Total tracked** tile. Add the **Satisfied** and **Failed** rows on their
own and take the ratio; it matches the **Compliance** tile.

Pick one team in the filter: the other cards disappear and the four tiles
recompute for that team alone.

## Troubleshooting [#troubleshooting]

| Symptom                                                 | Cause                                                                    | What to do                                                            |
| ------------------------------------------------------- | ------------------------------------------------------------------------ | --------------------------------------------------------------------- |
| The page shows only **No SLA data yet**                 | No ticket matches any policy                                             | Check the priority filter on the policies you have                    |
| A card counts only a handful of low-priority tickets    | The policy left its priority filter empty, so it attaches to `low` alone | Add policies for the remaining levels                                 |
| **Failed** does not move although the team caught up    | A failed status cannot return                                            | Read the rate as a trend over weeks; it will not fall back on its own |
| A ticket counted as **Satisfied** turns into **Failed** | It was dragged out of the target column after the deadline had passed    | Check that ticket's stage history                                     |
| The **Compliance** tile prints `—`                      | Nothing has resolved yet; everything is still **In Progress**            | Wait until a ticket is satisfied or breaches                          |
| A policy vanished from the report                       | It was deleted, and the tracked figures went with it                     | Keep the old policy and edit it rather than deleting and recreating   |

## Next steps [#next-steps]

* [Read the ticket analysis report](/en/bao-cao/phan-tich-ticket)
* [Set an SLA policy for a team](/en/ticket/chinh-sach-sla)
* [Set working hours, shifts and leave days](/en/ticket/lich-lam-viec)