---
title: Analyzing Service Request Trends
slug: helium-en/analyzing-service-request-trends
description: Learn how to effectively analyze Incident and Request Services using Trend Analysis in this comprehensive document. Discover the step-by-step procedure for accessing and filtering data, and gain insight into the valuable information that will be displayed
createdAt: 2021-10-18T18:51:45.000Z
---

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

- [x] It's necessary to previously register an Incident or Service Request (ticket) linked to a contract, in addition to an active contract.

## Procedure

1. Access the main menu `Processes > Tickets (Incident or Service Request) > Trend Analysis > tab Incident/Service Requests;`
2. 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                       |