Incident Trend by User Category

Owned by Saranya S (Unlicensed)
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

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

Note

This report shows the tickets raised by any user such as end user, VIP or analyst regardless of any specific user type.

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.