DT-DASH MVP - in progress (not for user usage)

The total number of open INC/WO/CASE  tickets excluding the ones with "Status": "Resolved","Closed" AND "Cancelled" (any other status indicating  the ticket is closed) per site in the backlog today. 

• This indicator should be the sum of A, B and C below

Site 

Site is the site of the user who has logged in 

The number of incident tickets excluding the ones with "Status": "Resolved","Closed" AND "Cancelled" per site in the backlog today

The number of work order tickets excluding the ones with "Status":"Status": "Resolved","Closed" AND "Cancelled"  per site in the backlog today

AND 

excluding tickets with the time between "Submit date" and "Completed date" is less than 5 mins

The number of case tickets excluding the ones with "Status":  "Resolved","Closed" AND "Cancelled" per site in the backlog today

1. Retrieve Ticket Data: WO  tickets with

    "Status": "Resolved" AND "Closed" 

   AND 

   Last Resolved Date falls within the last 3 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 Mean of the Time to resolve data:

The total number of INC/WO/CASE  tickets  per user site with "Submit date" = today 

• This indicator should be the sum of E, F and G below

The number of incident tickets per user site with "Submit date" = today 

Site

The number of WO tickets per user site with "Submit date" = today 

AND 

excluding tickets with the time between "Submit date" and "Completed date" is less than 5 mins

Site

The number of case tickets per user site with "Submit date" = today 

Site

The number of tickets raised by the user

My ticket 

Calculation is at Helix ticket level: 

The number of INC and WO where 

status "pending"  

AND  "Status_Reason": "Client Action Required" 

And 

(Below not for S1: 

The number of CASE tickets where 

status "pending"  

AND "Status_Reason": "Customer response ")

My ticket 

Fastlane is defined at WO and INC ticket level 

The number of service request ticket for which the corresponding WO in helix is "Escalated Fastlane"= "YES", AND corresponding INC is "Total_Escalation_Level"= between 0 to 13 (not applicable for case tickets)

If the Service one ticket refers to WOs in helix, at least one  of the WO associated should be  "Escalated Fastlane"= "YES" to be counted as Fastlane. 

My ticket 

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. FOR ALL, WHEN APPROVAL IS NEEDED.
• 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. 
• The scope for S1 & S2 is to include only HELIX tickets for which there is a link with Service request plus tickets in SR for which there is NO link to helix.

My ticket 

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 "Total_Escalation_Level"" attribute of INC.

My ticket

The status of the service one tickets 

• In the dashboard, there should be a flag in the status column for records corresponding to tickets that require user action (service one tickets for which at least one of the related helix tickets is with the  "Status_Reason": "Client Action Required" )

My ticket

The title of the service one ticket

My ticket 

The submit date of the service one ticket

My ticket 

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"

My ticket