All the KPIs of this page are based on Process request Ticket and IS Tickets - regardless the ticket subtype. If you're wondering about business hours or active status, you can follow the links.
Volume & Evolution
Number of created, resolved and ongoing tickets, by month vs. previous month.
Trends of created, resolved and ongoing tickets, by month, calendar year, or GBU (on 12 rolling months).
The satisfaction is based on the results of the 'hot survey' available when tickets are closed. The average rating only takes into account the answers to the default question.
About Support Tickets & About IS Change Tickets
Support tickets means all the processes (HtR, PtP, OtC, RtR) tickets and for IS Support all tickets except Corrective Maintenance and Evolution ticket subtypes.
IS Change tickets means IS Corrective Maintenance and Evolution ticket subtypes.
Resolved Tickets
Resolution time in business hours and total cylcle time
Age bucket in business hours
Ongoing tickets
Average ticket age in days for ongoing tickets at the current date.
The gauge freres to the distribution between on going tickets in active status (the ticket is currently handled : open, pending, transferred, reopen) and inactive status (need for more information, waiting for requester reply, waiting on third party, transferred to corrective maintenance, activities before closure).
