Service Request Dashboard

CSM provides a Service Request dashboard that organizes your critical Request metrics into a single, real-time, at-a-glance Request control panel.

Request metrics are also found on other dashboards (example: Global IT and Executive).

The following table describes the items on the dashboard.

Item	Description	Widget Type	Widget Name	Widget Uses:
Total Open Requests	Number of Open Requests (Status does NOT = Closed or Resolved).	Text Gauge	Total Open Requests	Open Requests Saved Search
Pending Requests	Number of Open Requests (Status = Pending).	Text Gauge	Current Pending Requests	Pending Requests Saved Search
Open Overdue Requests	Number of Open Requests (Status does NOT = Closed or Resolved) that have not been resolved by the SLA deadline.	Text Gauge	Current Overdue Requests	Open Overdue Saved Search
Open VIP Requests	Number of Open Requests (Status does not = Closed or Resolved) initiated by a VIP Customer.	Text Gauge	Total Open VIP Requests	Total Open VIP Requests Saved Search
Unowned Requests	Number of Open Requests (Status does NOT = Resolved or Closed) that have an empty Ownership field.	Text Gauge	Unowned Requests	Unowned Requests Saved Search
Reopened Requests	Number of Reopened Requests (Status = Reopened).	Text Gauge	Total Reopened Requests	Re-Opened Requests Saved Search
Open Requests by Category	Percentage of Open Requests (Status does NOT = Closed or Resolved) by Service Category.	Pie Chart	Requests by Category	Open Requests Saved Search
Open Requests in Lifecycle	Percentage of Open Requests (Status does NOT = Closed or Resolved) by Status.	Pipeline Chart	Request Lifecycle Distribution	Open Requests Saved Search