8.25 Average resolution time by incident category
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ASM Legacy Product Documentation
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Dashboard Name
Average resolution time by incident category
Availability
ASM All Version
Type
SQL
Categorisation
SDI
Available Parameters
IPK Status, Logged Date, Type
The service desk routinely and consistently collects data about the average time taken to resolve incidents analyzed by category.
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.
