Incident Reports

Incident Report options include:

 

Incident Reports

Description

Open Incidents by Priority

The total of all Open Incidents against each Priority (Urgent, High, Medium, Low).

Open Incidents by Age

All Open Incidents grouped by day ranges (age of the issue between 0-3, 3-7, 7-14, 14-28, 28 > days).

Open/Resolved by Category

Displays the total amount of created, opened and resolved Incidents per Item Category.

Open/Resolved Incidents by Team

Displays the total amount of created, opened and resolved Incidents per Team.

Open/Resolved Incidents by Item Type

Displays the total amount of created, opened and resolved Incidents per Item Type.

Closed Incidents by Age

All Closed Incidents grouped by day ranges (Age of the issue between 0-3, 3-7, 7-14, 14-28, 28 > days).

Incidents by Priority

The total of all Incidents for each Priority (Urgent, High, Medium, Low).

Incidents by Status (Active)

Based on the Incident workflow, the total amount of active Incidents by Status.

Incident by Status (Closed)

Based on the Incident workflow, the total amount of inactive Incidents by Status.

Incidents by Team

The total of all Incidents created for each support Team.

Incidents by Item Type

The total of all Incidents created against each Item Type.

Incidents by Customer

The total of all Incidents each Customer has logged.

Incidents by Item

The total of all Incidents created against each Item.

Incidents by Classification

Based on Item Category, the total of all Incidents against each Classification.

Incidents by Item Category

The total of all Incidents created per Item Category.

Incidents by Service Level

The total of all Incidents for each Service Level Agreement.

Incidents by Organization

The total Incidents against each Organizational in the system.

Incidents by Workflow

The total Incidents assigned against each Incident Workflow in the system.

Incidents by Created Technician

The total number of Incidents created by each Technician

Incidents by Service Infrastructure

The total number of Incidents logged against Service Infrastructure Items.

Incidents by Escalation

The total Incidents against each escalation layer within the system.

Incidents by Original Technician

The total number Incidents against the first assigned Technician when logged with  the system.

Incidents by QuickCall Usage

The total number of Incidents created using QuickCall templates.

Incidents by Root Cause

Incidents where Items have been changed, displaying the original Item and current Item information.

Incidents Timesheet by Date

Sorted by date, displays a detailed list of Incidents created on that day.

Incidents Timesheet by Customer

Sorted by Customer, displays a detailed list of Incidents for Customers.

Incidents Timesheet by Technicians

Sorted by Technician, displays a detailed list of Incidents currently assigned to the User.

Incidents Timesheet by Org Unit

Sorted by Org.Unit, displays a detailed list of Incidents currently assigned to the Organizational Unit.

Logged Time by Team

The average time, in minutes, it has taken a Team to resolve their Incidents.

Logged Time Item Type

The average time, in minutes, it has taken to resolve Incidents for each Item Type.

Logged Time by Service Level

Against a service level, the average time, in minutes it has taken to resolve an Incident.

Logged Time by Priority

The average time, in minutes, it has taken to resolve Incidents against each Priority (Urgent, High, Medium, Low).

Logged Time by Org Unit

The average time, in minutes, it has taken to resolve Incidents for each Org Unit.

Logged Time by Customer

The average time, in minutes, it has taken to resolve Incidents for each Customer.

Mean Open Time by Item Type

Against each Item Type, the average time in hours, Incidents have been open.

Mean Open Time by Priority

For each Priority the average time in hours, Incidents have been open.

Mean Open Time by Team

Against each Team, the average time in hours, Incidents have been open.

Mean Open Time by Customer

Against each Customer selected, the average time in hours, Incidents have been open.

Mean Open Time by Org. Unit

Against each Org. Unit selected, the average time in hours, Incidents have been open.

Service Incidents by Root Cause

Incidents created against Service Items, where the Item has been updated, displaying the original Item and current Item information.