The KPI within this page are based on Corrective Maintenance and Evolution IS Request, and on Freshdesk tickets only since SAP SolMan tickets are not included yet.
Volume & Evolution
Trends of created, resolved and ongoing tickets, by month, calendar year, or GBU (on 12 rolling months).
Ongoing age (in days) for open tickets at current date
The number of Ongoing tickets at the current date by month or year of creation.
Part of ticket resolved by a SOLVAY group vs. a Partner group
% of tickets automatically closed after 7 days without end-user validation
Average time spent in "Transferred to Corrective Maintenance" status by a resolved ticket.
Resolution SLA
SLA Global Score : % of tickets within the Service Level Agreement (target : 80%) and average resolution time (resolution date - creation date).
SLA Score by Level, Partner priority or IS Process
