Analyzing Service Request Trends
This functionality allows managers to make an analysis of the Incident or Request Services based on certain available metrics, to identify current and future behavior of tickets.
Before getting started
It's necessary to previously register an Incident or Service Request (ticket) linked to a contract, in addition to an active contract.
Procedure
- Access the main menu Processes > Tickets (Incident or Service Request) > Trend Analysis > tab Incident/Service Requests;
- Filter by using the available search fields;
Field | Description |
|---|---|
Contract | Available contracts |
Department/Result Center/Unit | Available Departments / Result Centers / Units |
Period End date | The system will suggest the current date |
Period Start date | The system will suggest the first day of the current month/year |
Type | Incident or Request Service |
3. Click on "Create Report";
4. The system, based on the filters selected, will present in the top of the report the Number of records retrieved from the total search and at the bottom of the grid the Total cost (sum of the costs of all Incidents Request Services listed). For each Incidents or Service Requests will show the information below:
Report Field | Description |
|---|---|
Capture time | Time of capture of the Incident or Request Service |
Closed by | Who solved/Close the Incident or Request Service |
Cost | The Cost of the Incident or Request Service, indicated on the activity |
Create date | Date/Time of the creation of the Incident or Request Service |
Created by | Creator of the Incident or Request Service |
Date | Date/Time of the Attendance of the Incident or Request Service |
End date | Date/Time the Incident or Request Service ended |
Group | Execution Group assigned to the Incident or Request Service |
Locality | Locality of the Incident or Request Service Execution |
Priority | Priority of the Incident or Request Service |
Requester | Requester of the Incident or Request Service |
Service | The Service related to the Incident or Request Service |
SLA | Assigned SLA to the Incident or Request Service |
SLA on time | If the Incident or Request Service is “On Time” (Based on the SLA) |
Ticket | Incident or Request Service identification number |
Type | (i) Incident or (R) Request Service |
Unit | Unit assigned to the Incident or Request Service |