OOTB Incident and Service Request Metrics
There are several OOTB Incident and Service Request Metrics available in the Metrics Manager.
| Metric | Description | Limiting Criteria |
|---|---|---|
| Average Age of Open Incidents | Measures all the Incidents that are open and averages how long they have been open or not resolved. This Metric returns an integer where the measurement used is counted in hours. | All Open Incidents Saved Search |
| Average Age of Open Service Requests | Measures all the Service Requests that are open and averages how long they have been open or not resolved. This Metric returns an integer where the measurement used is counted in hours. | All Open Service Requests Saved Search |
| Down CMDB | Measures the number of Configuration Items with an Asset status of Down. | CIs Currently Down Saved Search |
| First Call Resolution | Measures the number of Incidents resolved on the first call against all closed Incidents. This Metric returns the ratio in a decimal format and should be displayed as a percentage on a Dashboard using the Widget’s properties. | All Incidents Closed on First Call Search Metric and All Closed Incidents Saved Search Metric |
| Incident Mean Time to Resolve (MTTR) |
Represents the average time taken to resolve or close an Incident to the Customer's satisfaction. This Metric returns an integer where the measurement used is counted in hours. MTTR can be calculated by taking the accumulated Incident resolution time and dividing it by the total number of resolved Incidents within a given time period defined by the Metric creator. The accumulated Incident time is defined by the Customers' SLAs. The start of an Incident can be when the Incident was Created or Assigned. The conclusion of the Incident can be categorized as Resolved or Closed. |
All Resolved/Closed Incidents Saved Search |
| Incident MTTR Closed by 1st Level | Represents the average time taken to resolve or close an Incident to the Customer's satisfaction by 1st Level Support. This Metric returns an integer where the measurement used is hours. | All Resolved/Closed Incidents by 1st Level Saved Search |
| Incident MTTR Closed by 2nd Level | Represents the average time taken to resolve or close an Incident to the Customer's satisfaction by 2nd Level Support. This Metric returns an integer where the measurement used is hours. | All Resolved/Closed Incidents by 2nd Level Saved Search |
| Incident MTTR Closed by 3rd Level | Represents the average time taken to resolve or close an Incident to the Customer's satisfaction by 3rd Level Support. This Metric returns an integer where the measurement used is hours. | All Resolved /Closed Incidents by 3rd Level Saved Search |
| Incident Success Rate | Represents the percentage of all Incidents resolved within the Customer's defined SLA requirements. | All ResolvedClosed Incidents within Resolution SLA Metric, All ResolvedClosed Incidents Metric |
| MTTR of Major Incidents | Represents the average time taken to resolve or close an Incident to the Customer's satisfaction for Incidents classified as Major. This Metric returns an integer where the measurement used is hours. | All Resolved/Closed Saved Search, Major Incidents Saved Search |
| MTTR of P1 Incidents | Represents the average time taken to resolve or close an Incident to the Customer's satisfaction by 1st Level Support. This Metric returns an integer where the measurement used is hours. | All Resolved/Closed Incidents Saved Search, P1 Incidents Saved Search |
| MTTR of P2 Incidents | Represents the average time taken to resolve or close an Incident to the Customer's satisfaction for Incidents classified as Priority 2. This Metric returns an integer where the measurement used is hours. | All Resolved/Closed Incidents Saved Search, P2 Incidents Saved Search |
| MTTR of P3 Incidents | Represents the average time taken to resolve or close an Incident to the Customer's satisfaction for Incidents classified as Priority 3. This Metric returns an integer where the measurement used is hours. | All Resolved/Closed Incidents Saved Search, P3 Incidents Saved Search |
| MTTR of P4 Incidents | Represents the average time taken to resolve or close an Incident to the Customer's satisfaction for Incidents classified as Priority 4. This Metric returns an integer where the measurement used is hours. | All Resolved/Closed Incidents Saved Search, P4 Incidents Saved Search |
| My Incident MTTR | Represents the average time taken to resolve or close an Incident to the Customer's satisfaction for Incidents owned by the currently logged in User. This Metric returns an integer where the measurement used is hours. | My Resolved/Closed Incidents Saved Search |
| My Service Request MTTR | Represents the average time taken to resolve or close a Service Request to the Customer's satisfaction for Requests owned by the currently logged in User. This Metric returns an integer where the measurement used is hours. | My Resolved/Closed Service Requests Saved Search |
| New CMDB | Measures the number of Configuration Items with an Asset status of New. | |
| Percent of Re-Opened Incidents | Represents the percentage of Incidents re-opened due to occurrences such as: inadequate resolution, dissatisfied Customers, improper Incident documentation, and Incident re-occurrence. | All Reopened Incidents Metric, All Open Incidents Metric |
| Service Request MTTR | Represents the average time taken to resolve or close a Service Request to the Customer's satisfaction. This Metric returns an integer where the measurement used is counted in hours. | All Resolved/Closed Service Requests Saved Search |
| Metric | Description | Limiting Criteria |
|---|---|---|
| All Closed Incidents | Represents the number of Incident records with a status of Closed. | All Closed Incidents Saved Search |
| All Closed Incidents with No Close Date | Represents the number of Incident records with a status of Closed that have no Closed Date in the record. | All Closed Incidents with No Closed Date Saved Search |
| All Closed Incidents within Past Month | Represents the number of Incidents with a status of Closed within the past month (30 days). | All Closed Incidents within Past Month Saved Search |
| All Closed Incidents within Past Week | Represents the number of Incidents with a status of Closed within the past week (7 days). | All Closed Incidents within Past Week Saved Search |
| All Closed Incidents within Past Year | Represents the number of Incidents with a status of Closed within the past year. | All Closed Incidents within Past Year Saved Search |
| All Escalated, Resolved/Closed Incidents | Represents the number of escalated Incident records that have a status of Resolved or Closed. | All Escalated Incidents Saved Search, Resolved/Closed Incidents Saved Search |
| All Incidents Closed on First Call | Represents the number of Incident records where the Incident was resolved on the first call with the Customer. This Metric is used in the First Call Resolution Metric. | All Resolved/Closed Incidents Closed on First Call Saved Search |
| All Major Resolved/Closed Incidents | Represents the number of Major Incident records that have a status of Resolved or Closed. | All Resolved/Closed Incidents Saved Search, Major Incidents Saved Search |
| All Never Fixed Resolved/Closed Incidents | Represents the number of Incident records that have never been fixed with a status of Resolved or Closed. | All Resolved/Closed Incidents Saved Search, Never Fixed Saved Search |
| All Not Reopened Resolved/Closed Incidents | Represents the number of Incident records that have not been reopened with a status of Resolved or Closed. | All Resolved/Closed Incidents Saved Search, Not Reopened Saved Search |
| All Reopened Resolved/Closed Incidents | Represents the number of Incident records with a status of Resolved or Closed that have been reopened. | All Resolved/Closed Incidents Reopened Saved Search |
| All Resolved Incidents | Represents the number of Incident records that have a status of Resolved. | All Resolved Incidents Saved Search |
| All Resolved/Closed Incidents | Represents the number of Incident records that have a status of Resolved or Closed. | All Resolved/Closed Incidents Saved Search |
| All Resolved/Closed Incidents by 1st Level | Represents the number of Incident records that have been Resolved or Closed by 1st Level Support. | All Resolved/Closed Incidents by 1st Level Saved Search |
| All Resolved/Closed Incidents by 2nd Level | Represents the number of Incident records that have been Resolved or Closed by 2nd Level Support. | All Resolved/Closed Incidents by 2nd Level Saved Search |
| All Resolved/Closed Incidents by 3rd Level | Represents the number of Incident records that have been Resolved or Closed by 3rd Level Support. | All Resolved Incidents by 3rd Level Saved Search |
| All Resolved/Closed Incidents for Account Management | Represents the number of Incident records for Account Management with a status of Resolved or Closed. | All Resolved/Closed Incidents for Account Management Saved Search |
| All Resolved/Closed Incidents for Conferencing/Presentation | Represents the number of Incident records for conferencing or presentations with a status of Resolved or Closed. | All Resolved/Closed Incidents for Conferencing/Presentation Saved Search |
| All Resolved/Closed Incident for Desktop Management | Represents the number of Incident records for Desktop Management with a status of Resolved or Closed. | All Resolved/Closed Incidents for Desktop Management Saved Search |
| All Resolved/Closed Incidents for E-mail/Calendaring | Represents the number of Incident records for e-mail or calendaring with a status of Resolved or Closed. | All Resolved/Closed Incidents for E-mail/Calendaring Saved Search |
| All Resolved/Closed Incidents for Employee Support | Represents the number of Incident records for Employee Support with a status of Resolved or Closed. | All Resolved/Closed Incidents for Employee Support Saved Search |
| All Resolved/Closed Incidents for Enterprise Apps | Represents the number of Incident records for Enterprise Apps with a status of Resolved or Closed. | All Resolved/Closed Incidents for Enterprise Apps Saved Search |
| All Resolved/Closed Incidents for Network Services | Represents the number of Incident records for Network Services with a status of Resolved or Closed. | All Resolved/Closed Incidents for Network Services Saved Search |
| All Resolved/Closed Incidents for Printing | Represents the number of Incident records for Printing with a status of Resolved or Closed. | All Resolved/Closed Incidents for Printing Saved Search |
| All Resolved/Closed Incidents for Telephony/Fax | Represents the number of Incident records for telephony or fax with a status of Resolved or Closed. | All Resolved/Closed Incidents for Telephony/Fax Saved Search |
| All Resolved/Closed Incidents for Web Services | Represents the number of Incident records for web services with a status of Resolved or Closed. | All Resolved/Closed Incidents for Web Services Saved Search |
| All Resolved/Closed Incidents from Chat Session | Represents the number of Incident records from chat sessions with a status of Resolved or Closed. | All Resolved/Closed Incidents from Chat Sessions Saved Search |
| All Resolved/Closed Incidents from E-mail | Represents the number of Incident records from e-mail with a status of Resolved or Closed. | All Resolved/Closed Incidents from E-mail Saved Search |
| All Resolved/Closed Incidents from Event | Represents the number of Incident records from a CSM Event with a status of Resolved or Closed. | All Resolved/Closed Incidents from Event Saved Search |
| All Resolved/Closed Incidents from Mobile | Represents the number of Incident records from Cherwell Mobile with a status of Resolved or Closed. | All Resolved/Closed Incidents from Mobile |
| All Resolved/Closed Incidents from Phone | Represents the number of Incident records from a phone call with a status of Resolved or Closed. | All Resolved/Closed Incidents from Phone Saved Search |
| All Resolved/Closed Incidents from Portal | Represents the number of Incident records from the Customer Portal with a status of Resolved or Closed. | All Resolved/Closed Incidents from Portal Saved Search |
| All Resolved/Closed Incidents from Social Media | Represents the number of Incident records from social media sites with a status of Resolved or Closed. | All Resolved/Closed Incidents from Social Media Saved Search |
| All Resolved/Closed Incidents from Walk-in | Represents the number of Incident records from walk-in requests with a status of Resolved or Closed. | All Resolved/Closed Incidents from Walk-In Saved Search |
| All Resolved/Closed Incidents with CIs | Represents the number of Incident records with related Configuration Items with a status of Resolved or Closed. | All Resolved/Closed Incidents with CIs Saved Search |
| All Resolved/Closed Incidents with Down CIs | Represents the number of Incident records with related, downed Configuration Items with a status of Resolved or Closed. | All Resolved/Closed Incidents with Down CIs Saved Search |
| All Resolved/Closed Incidents with Resolution Breach | Represents the number of Incident records with a status of Resolved or Closed that have an SLA resolution breach (overdue resolution). | All Resolved/Closed Incidents Overdue Resolution (Breached) Saved Search |
| All Resolved/Closed Incidents with Response Breach | Represents the number of Incident records with a status of Resolved or Closed that have an SLA response breach (overdue response). | All Resolved/Closed Incidents Overdue Resolution (Breached) Saved Search |
| All Resolved/Closed Incidents within Resolution SLA | Represents the number of Incident records with a status of Resolved or Closed that have a resolution within the specified SLA. | All Resolved/Closed Incidents within Resolution SLA Saved Search |
| All Resolved/Closed Incidents within Response SLA | Represents the number of Incident records with a status of Resolved or Closed that have a response within the specified SLA. | All Resolved/Closed Incidents within Response SLA Saved Search |
| All Resolved/Closed Incidents, Resolution Warning | Represents the number of Incident records with a status of Resolved or Closed that have an SLA resolution warning. | All Resolved/Closed Incidents Saved Search, Resolution Warning Saved Search |
| All Resolved/Closed Incidents, Response Warning | Represents the number of Incident records with a status of Resolved or Closed that have an SLA response warning. | All Resolved/Closed Incidents Saved Search, Response Warning Saved Search |
| All Resolved/Closed P1 Incidents | Represents the number of Priority 1 (P1) Incident records with a status of Resolved or Closed. | All Resolved/Closed Incidents Saved Search, P1 Incidents Saved Search |
| All Resolved/Closed P2 Incidents | Represents the number of Priority 2 (P2) Incident records with a status of Resolved or Closed. | All Resolved/Closed Incidents Saved Search, P2 Incidents Saved Search |
| All Resolved/Closed P3 Incidents | Represents the number of Priority 3 (P3) Incident records with a status of Resolved or Closed. | All Resolved/Closed Incidents Saved Search, P3 Incidents Saved Search |
| All Resolved/Closed P4 Incidents | Represents the number of Priority 4 (P4) Incident records with a status of Resolved or Closed. | All Resolved/Closed Incidents Saved Search, P4 Incidents Saved Search |
| Metric | Description | Limiting Criteria |
|---|---|---|
| All Closed Service Requests | Represents the number of Service Request records with a status of Closed. | All Closed Service Requests Saved Search |
| All Resolved Service Requests | Represents the number of Service Request records with a status of Resolved. | All Resolved Service Requests Saved Search |
| All Resolved/Closed Service Requests | Represents the number of Service Request records with a status of Resolved or Closed. | All Resolved/Closed Service Requests Saved Search |
| Metric | Description | Limiting Criteria |
|---|---|---|
| My Assigned Incidents | Represents the number of Incident records that have been assigned to the currently logged in User. | My Assigned Incidents Saved Search |
| My Closed Incidents | Represents the number of Incident records that have been closed by the currently logged in User. | My Closed Incidents Saved Search |
| My In Progress Incidents | Represents the number of Incident records owned by the currently logged in User with a status of In Progress. | My In Progress Incidents Saved Search |
| My New Incidents | Represents the number of Incident records owned by the currently logged in User with a status of New. | My New Incidents Saved Search |
| My Open Incident Tasks | Represents the number of Incident records with related Tasks that are owned by the currently logged in User with a status of Open. | My Open Incident Tasks Saved Search |
| My Open Incidents | Represents the number of open Incident records owned by the currently logged in User. | My Open Incidents Saved Search |
| My Open Incidents and Service Requests | Represents the number of open Incidents and Service Request records owned by the currently logged in User. | My Open Incidents and Service Requests Saved Search |
| My Open Incidents Created Today | Represents the number of open Incident records owned by the currently logged in User that were created within the last 24 hours. | My Open Incidents Created Today Saved Search |
| My Open Incidents Created within Last Week | Represents the number of open Incident records owned by the currently logged in User that were created within the last seven (7) days. | My Open Incidents Created within the Last Week |
| My Open Incidents with Resolution Breach | Represents the number of open Incident records owned by the currently logged in User with an SLA resolution breach (overdue resolution). | My Open Incidents Saved Search, Overdue Resolution (Breach) Saved Search |
| My Open Incidents with Resolution Warning | Represents the number of open Incident records owned by the currently logged in User with an SLA resolution warning. | My Open Incidents with Resolution Warning Saved Search |
| My Open Incidents with Response Breach | Represents the number of open Incident records owned by the currently logged in User with an SLA response breach (overdue response). | My Open Incidents Saved Search, Overdue Response (Breach) Saved Search |
| My Open Incidents with Response Warning | Represents the number of open Incident records owned by the currently logged in User with an SLA response warning. | My Open Incidents with Response Warning Saved Search |
| My Open Incidents with Unread Journals | Represents the number of open Incident records owned by the currently logged in User with related unread Journals. | My Open Incidents with Unread Journals Saved Search |
| My Open VIP Incidents | Represents the number of open Incident records owned by the currently logged in User with linked VIP. | My Open VIP Incidents Saved Search |
| My Pending Incidents | Represents the number of Incident records owned by the currently logged in User with a status of Pending. | My Pending Incidents Saved Search |
| My Reopened Incidents | Represents the number of Incident records owned by the currently logged in User with a status of Reopened. | My Reopened Incidents Saved Search |
| My Resolved Incidents | Represents the number of Incident records owned by the currently logged in User with a status of Resolved. | My Resolved Incidents Saved Search |
| My Resolved/Closed Incidents | Represents the number of Incident records owned by the currently logged in User with a status of Resolved or Closed. | My Resolved/Closed Incidents Saved Search |
| My Team's Open Incidents | Represents the number of open Incident records owned by the currently logged in User's Team. | My Team's Open Incidents Saved Search |
| My Team's Open P1 Incidents | Represents the number of open Priority 1 (P1) Incident records owned by the currently logged in User's Team. | My Team's Open P1 Incidents Saved Search |
| My Team's Open P2 Incidents | Represents the number of open Priority 2 (P2) Incident records owned by the currently logged in User's Team. | My Team's Open P2 Incidents Saved Search |
| My Team's Open P3 Incidents | Represents the number of open Priority 3 (P3) Incident records owned by the currently logged in User's Team. | My Team's Open P3 Incidents Saved Search |
| My Team's Open P4 Incidents | Represents the number of open Priority 4 (P4) Incident records owned by the currently logged in User's Team. | My Team's Open P4 Incidents Saved Search |
| My Team's Open VIP Incidents | Represents the number of open VIP Incident records owned by the currently logged in User's Team. | My Team's Open VIP Incidents Saved Search |
| Metric | Description | Limiting Criteria |
|---|---|---|
| My Assigned Service Requests | Represents the number of Service Request records that have been assigned to the currently logged in User. | My Assigned Service Requests Saved Search |
| My Closed Service Requests | Represents the number of Service Request records with a status of Closed. | My Closed Service Requests Saved Search |
| My In Progress Service Requests | Represents the number of Service Request records owned by the currently logged in User with a status of In Progress. | My In Progress Service Requests Saved Search |
| My New Service Requests | Represents the number of Service Request records owned by the currently logged in User with a status of New. | My New Service Requests Saved Search |
| My Open Service Requests | Represents the number of open Service Request records owned by the currently logged in User. | My Open Service Requests Saved Search |
| My Open Service Requests Created in the Last Week | Represents the number of open Service Request records owned by the currently logged in User that were created within the last seven (7) days. | My Open Service Requests Created within the Last Week Saved Search |
| My Open Service Requests Created Today | Represents the number of open Service Request records owned by the currently logged in User that were created within the last 24 hours. | My Open Service Requests Created Today Saved Search |
| My Pending Service Requests | Represents the number of Service Request records owned by the currently logged in User with a status of Pending. | My Pending Service Requests Saved Search |
| My Reopened Service Requests | Represents the number of Service Request records owned by the currently logged in User with a status of Reopened. | My Reopened Service Requests Saved Search |
| My Resolved/Closed Service Requests | Represents the number of Service Request records owned by the currently logged in User with a status of Resolved or Closed. | My Resolved/Closed Service Requests Saved Search |
| My Team's Open Service Requests | Represents the number of open Service Request records owned by the currently logged in User's Team. | My Team's Open Service Requests Saved Search |
| My Team's Open VIP Service Requests | Represents the number of open VIP Service Request records owned by the currently logged in User's Team. | My Team's Open VIP Service Requests Saved Search |
| Metric | Description | Limiting Criteria |
|---|---|---|
| All Assigned Incidents | Represents the number of Incident records with a status of Assigned. | All Assigned Incidents Saved Search |
| All Escalated Incidents | Represents the number of Incident records with a status of Escalated. | All Escalated Incidents Saved Search |
| All In Progress Incidents | Represents the number of Incident records with a status of In Progress. | All In Progress Incidents Saved Search |
| All New Incidents | Represents the number of Incident records with a status of New. | All New Incidents Saved Search |
| All Open Account Management Incidents | Represents the number of open Incident records for Account Management. | All Open Incidents for Account Management Saved Search |
| All Open Assigned Incidents | Represents the number of open Incident records with a status of Assigned. | All Assigned Incidents Saved Search |
| All Open Conferencing/Presentation Incidents | Represents the number of open Incident records for Conferencing or Presentation. | All Open Incidents for Conferencing/Presentation Saved Search |
| All Open Desktop Management Incidents | Represents the number of open Incident records for Desktop Management. | All Open Incidents for Desktop Management Saved Search |
| All Open E-mail/Calendaring Incidents | Represents the number of open Incident records for E-mail or Calendaring. | All Open Incidents for E-mail/Calendaring Saved Search |
| All Open Employee Support Incidents | Represents the number of open Incident records for Employee Support. | All Open Incidents for Employee Support Saved Search |
| All Open Enterprise Apps Incidents | Represents the number of open Incident records for Enterprise Apps. | All Open Incidents for Enterprise Apps Saved Search |
| All Open Incident Tasks | Represents the number of open Incident records with related Tasks. | All Open Incident Tasks Saved Search |
| All Open Incidents | Represents the number of open Incident records. | All Open Incidents Saved Search |
| All Open Incidents Created Today | Represents the number of open Incident records that were created within the last 24 hours. | All Open Incidents Created Today Saved Search |
| All Open Incidents Created within Past Month | Represents the number of open Incident records that were created within the last month (30 days). | All Open Incidents Created Within Past Month (30 Days) Saved Search |
| All Open Incidents Created within Past Week | Represents the number of open Incident records that were created within the last week (7 days). | All Open Incidents Created within Past Week (7 Days) Saved Search |
| All Open Incidents from Chat Session | Represents the number of open Incident records logged from chat sessions. | All Open Incidents from Chat Sessions Saved Search |
| All Open Incidents from E-mail | Represents the number of open Incident records logged from e-mail. | All Open Incidents from E-mail Saved Search |
| All Open Incidents from Event | Represents the number of open Incident records logged from a CSM Event. | All Open Incidents from Event Saved Search |
| All Open Incidents from Mobile | Represents the number of open Incident records logged from Cherwell Mobile. | All Open Incidents from Mobile Saved Search |
| All Open Incidents from Phone | Represents the number of open Incident records logged from a phone call. | All Open Incidents from Phone Saved Search |
| All Open Incidents from Portal | Represents the number of open Incident records logged from the Customer Portal. | All Open Incidents from Portal Saved Search |
| All Open Incidents from Social Media | Represents the number of open Incident records logged from social media sites. | All Open Incidents from Social Media Saved Search |
| All Open Incidents from Walk-in | Represents the number of open Incident records logged from walk-in requests. | All Open Incidents from Walk-In Saved Search |
| All Open Incidents Linked to Problems | Represents the number of open Incident records linked to Problems. | All Open Incidents Linked to Problems Saved Search |
| All Open Incidents with CIs | Represents the number of open Incident records with related Configuration Items. | All Open Incidents with CIs Saved Search |
| All Open Incidents with Down CIs | Represents the number of open Incident records with related, downed Configuration Items. | All Open Incidents with Down CIs Saved Search |
| All Open Incidents with Resolution Breach | Represents the number of open Incident records that have an SLA resolution breach (overdue resolution). | All Open Incidents Saved Search, Overdue Resolution (Breach) Saved Search |
| All Open Incidents with Response Breach | Represents the number of open Incident records that have an SLA response breach (overdue response). | All Open Incidents Saved Search, Overdue Response (Breach) Saved Search |
| All Open Incidents with Resolution Warning | Represents the number of open Incident records that have an SLA resolution warning. | All Open Incidents Saved Search, Resolution Warning Saved Search |
| All Open Incidents with Response Warning | Represents the number of open Incident records that have an SLA response warning. | All Open Incidents Saved Search, Response Warning Saved Search |
| All Open Major Incidents | Represents the number of open Major Incident records. | All Open Incidents Saved Search, Major Incidents Saved Search |
| All Open Network Service Incidents | Represents the number of open Incident records for network services. | All Open Incidents for Network Services Saved Search |
| All Open P1 Incidents | Represents the number of open Priority 1 (P1) Incident records. | All Open Incidents Saved Search, P1 Saved Search |
| All Open P2 Incidents | Represents the number of open Priority 2 (P2) Incident records. | All Open Incidents Saved Search, P2 Saved Search |
| All Open P3 Incidents | Represents the number of open Priority 3 (P3) Incident records. | All Open Incidents Saved Search, P3 Saved Search |
| All Open P4 Incidents | Represents the number of open Priority 4 (P4) Incident records. | All Open Incidents Saved Search, P4 Saved Search |
| All Open Printing Incidents | Represents the number of open Incident records for Printing. | All Open Incidents for Printing Saved Search |
| All Open Telephony/Fax Incidents | Represents the number of open Incident records for Telephony or Fax. | All Open Incidents for Telephony/Fax Saved Search |
| All Open VIP Incidents | Represents the number of open VIP Incident records. | All Open VIP Incidents Saved Search |
| All Open Web Services Incidents | Represents the number of open Incident records for Web Services. | All Open Incidents for Web Services Saved Search |
| All Pending Incidents | Represents the number of open Incident records with a status of Pending. | All Open Incidents Saved Search |
| All Reopened Incidents | Represents the number of open Incident records with a status of Reopened. | All Reopened Incidents Saved Search |
| All Unowned Incidents | Represents the number of open Incident records that do not have an owner. | All Unowned Incidents Saved Search |
| Metric | Description | Limiting Criteria |
|---|---|---|
| All Open Assigned Service Requests | Represents the number of open Service Request records with a status of Assigned. | All Open Assigned Service Requests Saved Search |
| All Open Escalated Service Requests | Represents the number of open Service Request records with a status of Escalated. | All Open Escalated Service Requests Saved Search |
| All Open In Progress Service Requests | Represents the number of open Service Request records with a status of In Progress. | All Open In Progress Service Requests Saved Search |
| All Open New Service Requests | Represents the number of open Service Request records with a status of New. | All Open New Service Requests Saved Search |
| All Open Pending Service Requests | Represents the number of open Service Request records with a status of Pending. | All Open Pending Service Requests Saved Search |
| All Open Service Requests | Represents the number of open Service Request records. | All Open Service Requests Saved Search |
| All Open Service Requests Created Today | Represents the number of open Service Request records that were created within the last 24 hours. | All Open Service Requests Created Today Saved Search |
| All Open Service Requests Created within Past Month | Represents the number of open Service Request records that were created within the last month (30 days). | All Open Service Requests Created Within Past Month Saved Search |
| All Open Service Requests Created within Past Week | Represents the number of open Service Request records that were created within the last week (7 days). | All Open Service Requests Created Within Past Week Saved Search |
| All Open Service Requests with CIs | Represents the number of open Service Request records linked to Configuration Items. | All Open Service Requests with CIs Saved Search |
| All Open VIP Service Requests | Represents the number of open VIP Service Request records. | All Open VIP Service Requests Saved Search |
| All Reopened Service Requests | Represents the number of open Service Request records with a status of Reopened. | All Reopened Service Requests Saved Search |
| All Unowned Service Requests | Represents the number of open Service Request records that do not have an owner. | All Unowned Service Requests Saved Search |