Is there a way to add new custom categories for reports on the Web Help Desk?
My goal is to present a report that shows SLA categories, and divide tickets in those categories into sub-categories based on SLA timelines (if a Medium Priority ticket is done in less than 30 hours, it's green; if same ticket is done 30hrs<x<40hrs it's yellow, etc).
Would rather not have to pull our DBA to do it if the product already has this capability.