Incident Reports

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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.

Incident Time: Incident Time Reports are based on the Recorded Time calculated for an Incident. Recorded Time is the amount in minutes an Incident has been worked on by Technicians.