# 8.25 Average resolution time by incident category

| Dashboard Name       | Average resolution time by incident category |
| -------------------- | -------------------------------------------- |
| Availability         | ASM All Version                              |
| Type                 | SQL                                          |
| Categorisation       | SDI                                          |
| Available Parameters | IPK Status, Logged Date, Type                |

#### Description

The service desk routinely and consistently collects data about the average time taken to resolve incidents analyzed by category.

#### Requirements / Considerations / Specification / Configuration

| Type        | Information                                                                                                                                                                                                             |
| ----------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Requirement | IPK statuses to separate Incidents and Service Requests, this does not cover workflow driven requests as part of Request Fulfilment.                                                                                    |
| Config      | An SLA Matrix entitled ‘SLA Matrix by Priority’ which has Priority as x dimension and resolution time associated with the priorities. This does not have to be linked to an agreement.                                  |
| Spec        | A full 13 month of data (excluding the current month) is reportable. This is a rolling 13 months and allows comparison of previous year month to last reported month. A table for comparison against target is visible. |

#### Screenshots

!\[Graphical user interface, chart, Excel

Description automatically generated]\(<https://content.gitbook.com/content/xP0IZ1PKDWM22PFPFi0l/blobs/QERsS1UW0rzUItMdxrBo/0.png>)


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