This evaluation provides a less detailed but faster overview of the processing times of the 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.
search
This group contains features for restricting and filtering the service level evaluation. It allows the user to search for specific criteria or time periods and limit the results accordingly.
| 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 for which the service was provided. It enables precise allocation and tracking of services to specific devices, systems or other relevant objects as part of the service level evaluation. |
| Service Category | Specification of the service category. |
| Subcategory | Indication of the subcategory of the service category. |
| Description | Description of the service ticket. |
| 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). |
| 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 completed (DD.MM.YYYY). |
| Terminated by | Details 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. |
Excel export
This group contains characteristics that are relevant for the Excel export of the service level evaluation. It includes key figures and attributes that can be exported and processed in tabular form.
| Property | Description |
| Service time until | Indication of the end of the service time (hh:mm). |
| Done at | Specifies the time at which the service ticket was transferred to the "Completed" workflow step (hh:mm). |
| Editing Start at | Specifies the time at which the service ticket was transferred to the "In process" workflow step (hh:mm). |
| Editing Start | Specification of the date on which the service ticket was transferred to the "In process" workflow step (DD.MM.YYYY). |
| 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. |
| Submitted on | Indication of the date on which the service ticket was submitted (DD.MM.YYYY). |
| Reaction on | Specification of the date on which the service ticket was transferred to the "Under review" workflow step (DD.MM.YYYY). |
| Reaction around | Specifies the time at which the service ticket was transferred to the "In review" workflow step (hh:mm). |
| Submitted at | Indication of the time at which the service ticket was submitted (hh:mm). |
| Service time from | Specification of the start of the service time. Only periods within the service times are included in the calculation of the response time (hh:mm). |
