Dashboard Name | 8.9 Reopened Incident Rats |
Availability | ASM All Version |
Type | SQL |
Categorisation | SDI |
Available Parameters | Channel, Logged Date, IPK Status, Target |
The service desk routinely and consistently collects data about the percentage of closed incidents and service requests subsequently reopened for additional follow-up.
Type | Information |
Requirement | IPK statuses to separate Incidents and Service Requests, this does not cover workflow driven requests as part of Request Fulfilment |
Config | The target value can be set on a per customer basis by altering the ‘Target’ expression stored against the datasource in the Dashboard. |
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. Graph can be drilled in to to split results by IPK Status and then by channel |
