Service level evaluation

This evaluation provides an overview of the processing times 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 at which the service ticket was first transferred to the "In process" workflow step and the time at which the service ticket was marked as completed. If the service ticket was downgraded during processing, for example because defects were found during the check, this time only counts towards the total processing time. The "simple" processing time includes the period of the last transfer to the "In process" workflow step and the marking of the service ticket as completed.

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The content of the list evaluation is displayed in this area.

Property	Description
Traffic light	The traffic light enables quick categorization of response and processing times. If the traffic light is green, the response and processing time requirements have been met. If the traffic light is yellow, either the response time or the processing time has not been met. If the traffic light is red, neither the response time nor the processing time has been met.
Note	The note in this column gives you further information on the displayed traffic light color. Follow the instructions to be able to change red and yellow traffic lights in particular.
Ticket no.	Enter the ticket number.
Building	Specification of the building in which the service was used.
Room	Specification of the room in which the service was used.
Asset	This field describes the specific object or asset on which the service was performed. It enables precise allocation and tracking of the service to specific devices, systems or other relevant objects as part of the service level assessment.
Service Category	Specification of the service category.
Subcategory	Indication of the subcategory of the service category.
Description	Description of the service ticket.
Submitted on	Indication of the date on which the service ticket was submitted (DD.MM.YYYY).
Submitted at	Indication of the time at which the service ticket was submitted (hh:mm).
Reaction on	Specification of the date on which the service ticket was transferred to the "In process" workflow step (DD.MM.YYYY).
Reaction around	Specifies the time at which the service ticket was transferred to the "In process" workflow step (hh:mm).
Response time [minutes]	Specification of the response time in minutes. The response time is the time from the creation of the service ticket to the transition to the "In process" workflow step.
Response time default [minutes]	Specification of the response time in minutes. This is specified in the responsibilities of the service categories (System control - Infrastructural building management - Service ticket - Service categories).
Response time exceeded	Indicates whether the specified response time has been exceeded.
Service time from	Specification of the time at which the service time begins [hh:mm]. The response time is calculated on the basis of the service time.
Service time until	Specifies the time at which the service time ends [hh:mm].
Editing Start	Specification of the date on which processing of the service ticket was started (DD.MM.YYYY).
Editing Start at	Specifies the time at which processing of the service ticket was started (hh:mm).
Delivery date	Specification of the delivery date (DD.MM.YYYY). If the delivery date is subsequently postponed, the traffic light remains green if the service has been completed by the delivery date (by 23:59 on the delivery date), even if the processing time specifications have been exceeded.
Done	Indication of the date on which the service ticket was marked as processed (DD.MM.YYYY).
Done at	Indication of the time at which the service ticket was marked as processed (hh:mm).
Terminated by	Specification of the employee who has set the service ticket to "Ticket processed".
Processing time [hh:mm]	Indication of the processing time in hours and minutes (hh:mm).
Processing time [hours]	Indication of the processing time in hours.
Total processing time [hh:mm]	Indication of the total processing time (hh:mm).
Total processing time [hours]	Indication of the total processing time in hours.
Processing time specification [hours]	Specification of the processing time in hours.
Processing time default from delivery date [hours]	If a delivery date has been entered for the service ticket, the specified processing time corresponds to the time between acceptance of the service ticket (change to the workflow step "in process") and the entered delivery date.
Processing time exceeded	Indicates whether the specified processing time has been exceeded.
Comments	Comments on the service ticket.

Excel export

This area displays additional fields that can be used via the export to Excel.

Property	Description
Service ticket ID	Specification of the service ticket ID (internal system information).