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

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)