Path to the report: Infrastructure Building Management - Service Ticket - SLA Management - Service Level Analysis (Report)
This report allows you to evaluate the processing of service tickets. A distinction is made between the total processing time and the "simple" processing time. The total processing time covers the period between the time the service ticket was first transferred to the "In Progress" workflow step and the time the service ticket was marked as completed. If the service ticket was downgraded during processing—for example, because issues were identified during review—this time is only counted toward the total processing time. The "simple" processing time covers the period from the last transfer to the "In Progress" workflow step until the service ticket was marked as completed. The report can be exported as a PDF document.
Open the report
When you open the report, you can filter by the data you want to see in the report. You have the following options:
Buildings | Select the building(s) whose service tickets you want to see in the report. |
Service category | Select the service category or categories whose service tickets you want to see in the report. |
From Date | All service tickets created on or after this date will be displayed in the report. |
To Date | All service tickets created up to this date will be displayed in the report. |
"Response time exceeded" only | If you set this value to "True," only service tickets whose response time has been exceeded will be displayed. |
"Resolution time exceeded" data only | If you set this value to "True," only service tickets whose resolution time has been exceeded will be displayed. |
"Total resolution time exceeded" data only | If you set this value to "True," only service tickets whose total resolution time has been exceeded will be displayed. |
Description contains | Only service tickets whose description contains the text entered here will be displayed. |
The report
Ticket number | Specify the ticket number. |
Building/Room | Specifies the building and room where the service is performed. |
Service Category | Specify the service category. |
Description | Description of the service ticket. |
Submitted | Specifies the date and time the service ticket was submitted. |
Response | Specifies the date and time when the service ticket was transferred to the "Under Review" workflow step. |
Response time [minutes] | Specifies the response time in minutes. The response time is the time from when the service ticket was submitted until it transitions to the "In Progress" workflow step. |
Response Target | Specifies the target response time in minutes. This is defined in the responsibilities of the service categories (System Control - Infrastructure Building Management - Service Ticket - Service Categories). |
Processing Start | Specifies the date and time when the service ticket was transferred to the "In Progress" workflow step. |
Completed/Closed by | Specifies the date and time when the service ticket was marked as completed. Specifies the employee who marked the service ticket as completed. |
Processing Time | Specifies the processing time in hours and minutes (hh:mm). |
Total processing time | Specifies the total processing time (hh:mm). |
Target [Hours] | Specify the target processing time in hours. |
