Automated OTRS Weekly SLA Scorecard
Every Monday, WebRun opens OTRS, reviews the past week's tickets by queue, calculates SLA performance and average resolution time, schedules the weekly service review on Google Calendar, and posts the scorecard to Microsoft Teams for the whole team to see.
How do I get a weekly SLA scorecard from OTRS by queue?
WebRun reviews every OTRS ticket closed in the past week by queue, calculating SLA compliance and average resolution time for each one. It schedules the weekly service review on Google Calendar and posts the full scorecard to Microsoft Teams, so queues falling below target get discussed with real numbers every Monday.
- Every queue's SLA compliance is visible every Monday, not just at month end
- Underperforming queues get a scheduled review instead of a buried report
- Resolution time trends are visible week over week without manual reporting
Built for IT service desk teams · ITSM managers · service desk leads · enterprise IT operations
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
-
WebRun signs in and gets to work
Opens
www.otrs.comin a real browser with your saved login - no setup, no API keys. -
1
OTRS - review the week's tickets by queue
otrs.com
WebRun opens OTRS to review the week's tickets by queue. - Open OTRS and pull every ticket closed in the past 7 days by queue
- Calculate SLA compliance and average resolution time for each queue
- Flag any queue that fell below its SLA target
- Note the queue with the largest change from last week
Done when The week's SLA performance is calculated for every queue.
-
2
Google Calendar - schedule the weekly service review
calendar.google.com
WebRun opens Google Calendar to schedule the weekly service review. - Create or update the recurring weekly service review slot
- Attach the SLA scorecard as the event description
- Invite the service desk leads for queues below target
Done when The weekly review slot is scheduled with the scorecard attached.
-
3
Microsoft Teams - post the SLA scorecard
microsoft.com
WebRun opens Microsoft Teams to post the SLA scorecard. - Post the SLA scorecard to the service desk channel
- List each queue's compliance rate and average resolution time
- Highlight any queue below target
Done when The service desk channel has this week's SLA scorecard.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Does WebRun change SLA targets or ticket priorities?
No. It only reads and reports on the SLA targets already configured in OTRS. Changing a target or a ticket's priority is left to your service desk admin.
How is SLA compliance calculated?
From each ticket's actual resolution time against the SLA target on its queue in OTRS, the same numbers your built in reports use.
What if a queue is below target every week?
It still gets reported every Monday, so a persistent shortfall stays visible in the recurring review instead of fading into a one time alert.
Related templates
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