Tickets assigned to DSDS
Only two sites to be considered for the reporting. For that, we need to consider tickets that are raised by the users based on the corresponding site.
What are the applications included in the scope?
| Indicators | Description | Source table technical name | Source field technical name | Calculations |
|---|---|---|---|---|
| Backlog incidents | Number of ongoing (status: open and in progress) incidents. Excluding the one resolved, closed,... | |||
| Incident daily growth rate | Number of ongoing incidents at the reporting time divided by the number of open incidents reported in the mid night of the day before. For that, real time refresh and daily snapshots from the source are required. | |||
| Incident weekly growth rate | Number of ongoing incidents at the reporting time divided by the number of ongoing incidents reported in the mid night of the 7 day before. For that, real time refresh and daily snapshots from the source are required. | |||
| Unassigned backlog | Number of ongoing incidents at the reporting time with no assignment | |||
| Unassigned incident weekly growth rate | Number of ongoing incidents without assignment at the reporting time divided by the number of ongoing incidents without assignment reported in the mid night of the 7 day before. For that, real time refresh and daily snapshots from the source are required. | |||
| Critical backlog incidents | Number of ongoing incidents with priority as critical | |||
| Critical incidents weekly growth rate | ||||
| Oldest critical incidents (Time) | The time window between the creation date of the latest ongoing incidents with priority as critical and the current time | |||
| Opened ticket last 48 hrs | The tickets with creation date in the last 2 days (How to show a trend ? number per day, per hrs? | |||
| Resolved incidents | Resolved tickets in what time period? Resolved today? |