ASM
ASM Legacy Product Documentation
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
