Overview
Within the Enterprise Service Management (ESM) system when building a Ticket report, there is a set of reporting columns for metrics or KPIs. These are calculations that are designed to provide information based on the amount of time that has passed between certain actions occurring on the ticket.
Where to Find This
This feature appears in the TDNext interface.
Navigate to ticket reports following these paths:
- TDNext > Tickets > [report] > Actions > Edit
- TDNext > Analysis > [report] > Actions > Edit
Using Metrics and KPIs in Ticket Reports
Each metric allows you to choose between the absolute amount of hours between the chosen actions, or the amount of time in operational hours.
For a full list describing all the metrics available when building the report, click on the Help button at the top of the report builder page.
The actions available to report on vary from Create to Init(ial) Assign to Respond to Respond By. Again, each Metric can be selected based on whether you want the report to return results based on absolute hours (which means all the time from the moment the first action occurred to the time the second action occurred), or operational hours (which is only the amount of operational hours that have passed from the first action happening to the second action).
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.