Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 2 Next »

SummitAI Service Management Help

Incident Management

Report Description

Incident Trend by User Category report is a graphical report that displays the following details (for a selected set of Workgroups):

  • End User Response SLA Met %
  • End Users - Incidents Responded
  • End User Resolution SLA Met %
  • End Users - Incidents Resolved
  • Service Account Response SLA Met %
  • Service Account - Incidents Responded
  • Service Account Resolution SLA Met %
  • Service Account - Incidents Resolved

INCIDENT TREND BY USER CATEGORY ReportFigure: INCIDENT TREND BY USER CATEGORY Report

This report shows the tickets raised by end user, VIP or analyst. 

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the INCIDENT TREND BY USER CATEGORY page.

Filters

Click Filters icon on the ACTIONS panel to specify the filter criteria to display records in the INCIDENT TREND BY USER CATEGORY page.
INCIDENT TREND BY USER CATEGORY pop-up

Figure: INCIDENT TREND BY USER CATEGORY pop-up 

EXPORT TO EXCEL

Click EXPORT TO EXCEL to export and download the table data to a Microsoft Excel sheet.



  • No labels