Reporting with Metrics/KPI in Ticket Reports

When building a Ticket report, there is a section of reporting columns available for Metrics/KPIs. These are calculations that are designed to provide information based on the amount of time that has passed between certain actions occurring on either the ticket. For a full list and descriptions of all the Metrics available, when building the report, click on the Help button at the top of the report builder page. Each Metric allows you to choose between the absolute amount of hours between the chosen actions, or the amount of time in operational hours.

The actions available to report on vary from Create to Init(ial) Assign to Respond to Respond By. Again, each Metric can be selected based on whether you want the report to return results based on absolute hours (which means all the time from the moment the first action occurred to the time the second action occurred), or operational hours (which is only the amount of operational hours that have passed from the first action happening to the second action).

It should be noted that the Metric/KPIs are updated on a nightly (24/hr) basis, so immediate changes to tickets that you know have occurred may not be reflected completely until the next day.

100% helpful - 1 review


Article ID: 13941
Fri 6/17/16 2:01 PM
Mon 6/29/20 5:28 PM