Service Request Report options include:
Service Request Reports |
Description |
|---|---|
Open Service Requests by Priority |
The total of all Requests for each Priority (Urgent, High, Medium, Low). |
Open Service Requests by Age |
All Open Requests 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 Service Requests per Item Category. |
Open/Resolved Service Requests by Team |
Displays the total amount of created, opened and resolved Service Requests per Team. |
Open/Resolved by Item Type |
Displays the total amount of created, opened and resolved Service Requests per Item Type. |
Service Request Time by Priority |
The average time, in minutes, it has taken to resolve Service Requests against each Priority (Urgent, High, Medium, Low). |
Service Requests by Status (Active) |
Based on the selected Service Request Workflow, the total amount of Requests for each Status. |
Service Requests by Status (Closed) |
Based on the selected Service Request Workflow, the total amount of Requests for each Status. |
Service Requests by Team |
The total of all Requests created for each support Team. |
Service Requests by Item Type |
The total of all Requests created against each Item Type |
Service Requests by Customer |
The total of all Requests each Customer has logged. |
Service Requests by Item |
The total of all Requests created against each Item. |
Service Requests by Classification |
Based on Item Category, the total amount of Requests against each Classification. |
Service Requests by Item Category |
The total of all Service Requests created per Item Category. |
Service Requests by Service Level |
The total of all Requests for each SLA. |
Service Requests by Organization |
The total Requests against each Organization within the system. |
Service Requests by Workflow |
The total number of Service Requests logged against each Workflow. |
Service Requests by Created Technician |
The total number of Service Requests created by each Technician |
Service Requests by Service Infrastructure |
The total number of Service Requests logged against Service Infrastructure Items. |
Service Requests by Original Technician |
The total number Service Requests against the first assigned Technician when logged with the system. |
Service Requests by QuickCall Usage |
The total number of Requests created using QuickCall templates. |
Service Requests by Root Cause |
Service Requests where Items have been changed, displaying the original Item and current Item information. |
Service Requests Timesheet by Date |
Sorted by Date, displays a detailed list of Requests. |
Service Requests Timesheet by Customer |
Sorted by Customers, displays a detailed list of Requests currently assigned to the Customer. |
Service Requests Timesheet by Technicians |
Sorted by Technicians, displays a detailed list of Requests currently assigned to the Technicians. |
Service Requests Timesheet by Org. Unit |
Sorted by Org.Unit, displays a detailed list of Requests currently assigned to the Organizational Unit. |
Logged Time by Team |
The average time, in minutes, it has taken each Team to resolve their Requests. |
Logged Time Item Type |
The average time, in minutes, it has taken to resolve Requests for each Item Type. |
Logged Time by Service Level |
Against an SLA, the average time, in minutes it has taken to resolve a RFC. |
Logged Time by Priority |
The average time, in minutes, it has taken to resolve Requests against each Priority (Urgent, High, Medium, Low). |
Logged Time by Org Unit |
The average time, in minutes, it has taken to resolve Requests for each Org Unit. |
Logged Time by Customer |
The average time, in minutes, it has taken to resolve Requests for each Customer. |
Mean Open Time by Item Type |
Against each Item Type, the average time in hours, Requests have been open. |
Mean Open Time by Priority |
Against each Priority, the average time in hours, Requests have been open. |
Mean Open Time by Team |
Against each Team, the average time in hours, Requests have been open. |
Mean Open Time by Customer |
Against each Customer, the average time in hours, Requests have been open. |
Mean Open Time by Org. Unit |
Against each Org. Units, the average time in hours, Requests have been open. |
Service Request Time: Service Request Time Reports are based on the Logged Time calculated for a Service Request. Logged Time is the amount of time in minutes a Service Request has been worked on by Technicians.