Source: Service One

The ID of the service one ticket.

• An INC ticket  in Helix is mapped to only one Service one ticket. However, more than one WO tickets can be associated to one Service One ticket. In this section only represents ticket id at service one level. The service one tickets with status= "waiting for approval" has not yet a corresponding ticket in Helix. When a service one ticket is approved, a Helix ticket will be created. 
• The service one ticket ID should appear in the dashboard as soon as created in the service one (no matter if the corresponding ticket in Helix is created yet).
• As soon as the corresponding helix  ticket  created, it should be considered for the related  calculations  in the dashboard. 
• In the dashboard, the hyperlink should land the user to the service one to see the details. 
• Including HELIX tickets for which there is a link with Service request and tickets in SR for which there is NO link to helix.

Source: Helix

A specific reference associated with the technical process, for technical teams use in helix. One service request can be linked to one or more fulfillment references. No hyperlink is expected to the user because the communication is done via Service One reference. This is just informative in case user needs to refer to it when asked by technical teams.

Source: Helix

Calculation: 

 if the service one ticket is an INC ticket in helix, "Priority"= the priority of the helix ticket 

 if the service one ticket is WO ticket in helix, "Priority"= Fastlane or Normal based on "Escalated Fastlane" attribute of WO

Exception: 

Incident tickets might become Fastlane. In this situation "Priority"= Fastlane or Normal based on "Esclated fastlane" attribute of INC.

if the service one ticket is a case ticket in helix, "Priority"= the priority of the helix ticket. 

Exception: 

Incident & Case tickets might become Fastlane.

In this situation:

INC→  "Priority"= Fastlane or Normal based on "Escalated fastlane"attribute of INC.

Case→ "Priority"= Fastlane or Normal based on "Escalated_custom"attribute of INC.

Source: Service One and Helix

CASE→   "Closed", "Pending", "Assigned", "Cancelled", "In progress"

INC→ "Resolved", "Pending", "Closed", "In Progress", "Cancelled", "Assigned"

WO→ "Rejected", "Pending", "Cancelled", "Completed", "Assigned", "Waiting Approval", "Planning", "Closed", "In Progress"

If still pending from approval in Servcie one, the status will show that status, Once a fulfillment reference is create din Helix, it reflects Helix status.

Source: Service One

The title of the service one ticket

Source: Service One

The submission date of the service one ticket

Source: Service One and Helix

Calculation: 

if the service one ticket is an INC ticket in helix, "Resolved date"= the "last resolved date"  of the INC ticket 

if the service one ticket refers to one/many WO tickets in helix, "resolved date"= Max "Completed_date" of all WO associated AND all WOs' "status"= "Resolved","Closed" OR "Canceled"

Average number of days taken to resolve service requests in the user site, during the last 2 months.

Color coding: Color coding: comparing to previous period of 2 months vs last 2 months.

Green = Decrease versus previous 2 months; Orange = Stable; Red = increase

1. Retrieve Ticket Data: WO  tickets with

    "Status": "Resolved" AND "Closed" 

   AND 

   Last Resolved Date falls within the last 2 months in the user site.

2. Calculate the Time to Resolve by subtracting the 'Submit Date' from the "completed date" for each ticket. 
3. Calculate AVG of the Time to resolve data

Average number of days taken to resolve Incidents in the user site, during the last 7 Days. 

Color coding: comparing to previous period of 7 days vs last 7 days

Green = Decrease versus previous 7 days; Orange = Stable; Red = increase

1. Retrieve Ticket Data: WO  tickets with

    "Status": "Resolved" AND "Closed" 

   AND 

   Last Resolved Date falls within the last 7 days in the user site.

2. Calculate the Time to Resolve by subtracting the 'Submit Date' from the "completed date" for each ticket. 
3. Calculate AVG of the Time to resolve data

1. Retrieve Ticket Data: WO tickets with (unit: days)

    "Status":  "Closed" , "Completed" And "Rejected"

   AND 

   "Completed date" falls within the last 7 days in the user site.

   Exclude: Submit date- Completed date < 5 mins 
2. Calculate the Time to Resolve by subtracting the 'Submit Date' from the "Completed date" for each ticket. 
3. Calculate Mean of the Time to resolve data:

WO rejected: Tickets created in the user site with Status='Rejected'

Calculation:
Rejected % of WO=(Number of WO rejected with "submit date" falling in the  last 7 days /total number of tickets with "submit date" falling in the  last 7 days) * 100

WO Overdue: Tickets created in the user site with the associating  ticket in the measurement site where:

svt_title='Standard Support Target'

AND 

goal_sched_goal_time < up_elapsed_time

Overdue % of WO=(Number of WO Overdue with "submit date" falling in the last 7 days /total number of WO tickets with "submit date" falling in the  last 7 days) * 100

Note: Mostly After feb 2024 we have svt_title='Standard Support Target'. Might have minimal impact on the calculation of this KPI

1. Retrieve Ticket Data: INC  tickets with (unit is days)

    "Status": "Resolved" OR "Closed" 

   AND 

   Last Resolved Date falls within the last 7 days in the user site.

2. Calculate the Time to Resolve by subtracting the 'Submit Date' from the "last resolved date" for each ticket. → timestamp considered for calculation Exclude: Submit date- resolved date < 5 mins 
3. Calculate Mean of the Time to resolve data:

Scope is open tickets for both assigned & unassigned (excluding the ones with "Status": "Resolved", "Closed"  AND "Canceled" -open tickets)

Unassigned INC= Tickets created in the user site  WHERE "Assignee Login ID" is Null. Note that Status can be 'Assigned' but it is not reliable, we have many records with assigned status but assignee column is null. 

Assigned INC= the same as above with "Assignee Login ID" filled. 

Calculation:

% Unassigned INC: (number of unassigned INC with "submit date" falls within the last 7 days/ total open INC tickets per user site  with "submit date" falls within the last 7 days) *100

Pending INC= Tickets created in the user site with "Status": "Pending" 

Calculation:

% Pending INC per 'status_reason'

:  (number of pending INC with with "submit date" falls within the last 7 days AND "status reason"= x/total INC tickets per user site  with "submit date" falls within the last 7 days)