Service Management Help

Service Request Management

On the Service Request Dashboard page, users can view various Advanced reports related to Service Request Management.

To View Service Request Dashboard:

Select Reports. The Reports page is displayed.

Figure: Reports page
Click Advanced Reports. The Report List page is displayed.
Click Dashboards tab at the top of the page, the Dashboard List and Viewer page is displayed

Figure: Dashboards tab
Under Modules, click Service Request and select the required Dashboard.
See Screenshot

Figure: Service Request Dashboard (Sample Screenshot)

List of Reports in Service Request Dashboard

Report	Description
Open Requests	This tile displays the count of Open Requests. For example, see the following screenshot:
Requests Logged This Month	This tile displays the count of Requests logged in the current month. For example, see the following screenshot:
Requests Logged Today	This tile displays the count of Requests logged today. For example, see the following screenshot:
SLA Compliance -Current Year	This tile displays the SLA percentage met in the current year. For example, see the following screenshot:
Pending Requests	This tile displays the total number of Requests that are in Pending status. For example, see the following screenshot:
Requests Resolved This Month	This tile displays the total number of Requests that are resolved in the current month. For example, see the following screenshot:
Requests Resolved Today	This tile displays the number of Requests resolved today. For example, see the following screenshot:
CSAT Rating	This tile displays the Average CSAT Rating for Service Requests. For example, see the following screenshot:
Reopened Requests	This tile displays the number of Reopened Requests. For example, see the following screenshot:
Open VIP Requests	This tile displays the count of Open VIP Requests. For example, see the following screenshot:
Referred Back Requests	This tile displays the number of Referred Back Requests. For example, see the following screenshot:
Requests Pending For Approval (Total)	This tile displays the count of Requests Pending for Approval. For example, see the following screenshot:
Requests Pending For Approval (>15 Days)	This tile displays the count of Requests Pending for Approval for more than 15 days. For example, see the following screenshot:
Mean Time to Resolve	This tile displays the Average time taken to resolve all the Requests. For example, see the following screenshot:
Open Requests By Status	This tile displays the Status-wise count of Open Requests (New, Assigned, In-Progress, and Pending). For example, see the following screenshot:
Open Requests By Priority	This tile displays Priority-wise count of Open Requests (New, Assigned, In-Progress, and Pending). For example, see the following screenshot:
Geographic Spread of Open Requests	This tile displays the number of Open Request Location-wise Open Requests count in geographic view. For example, see the following screenshot:
MTTR By Priority	This tile displays Average Time Taken to resolve Service Requests Priority-wise. For example, see the following screenshot:
MTTR BY Catalog \| Top 10	This tile displays the Mean Time Taken to Resolve (MTTR) Service Requests for the Top 10 Catalogs. For example, see the following screenshot:
SLA Compliance By Catalog \| Top 10	This tile displays the Catalog-wise Resolution SLA Met and Missed Percentage. For example, see the following screenshot:
Resolution SLA Compliance Trend	This tile displays the month-wise Resolution SLA Met Percentage. For example, see the following screenshot: Note: This report displays only the last twelve months data.
Resolution SLA Compliance By Priority	This tile displays the Priority-wise Resolution SLA Met and Missed Percentage. For example, see the following screenshot:
Requests Violated and Within SLA	This tile displays the month-wise count of Requests violated SLA and Requests within SLA. For example, see the following screenshot: Note: This report displays only the last twelve months data.
Requests Backlog	This tile displays the month-wise backlog Requests count (Open Requests). For example, see the following screenshot: Note: This report displays only the last twelve months data.
Top 10 Catalogs (By Approval Status)	This tile displays the following Approval Status-wise count of Service Requests for the Top 10 Catalogs. Pending for Approval On Hold Request Rejected Request Approved Request Referred Back Request For example, see the following screenshot:
Requests Logged v/s Resolved	This tile displays the month-wise Requests logged and Requests resolved count. For example, see the following screenshot: Note: This report displays only the last twelve months data.
Requests Approved v/s Rejected	This tile displays the month-wise count of Service Requests Approved and Rejected. For example, see the following screenshot: Note: This report displays only the last twelve months data.
Top 10 Categories	This tile displays the Priority-wise (Ex: P1, P2, and P3) count of Service Requests for the Top 10 Categories. For example, see the following screenshot:
Top 10 Catalogs	This tile displays the Priority-wise (Ex: P1, P2, and P3) count of Service Requests for the Top 10 Catalogs. For example, see the following screenshot:
Requests Aging By Workgroup	This tile displays the Workgroup-wise count of open Requests and their aging details. For example, see the following screenshot: Aging Slabs <1 Day 1-3 Days 3-5 Days >5 Days
Entitlement By Catalog	This tile displays the Top 10 Entitlement Catalog-wise Services Availed and Services Not Availed count. For example, see the following screenshot:
Top 10 Workgroups By Workload	This tile displays the Top 10 Workgroups based on the number of Open Requests and their Status-wise (New, Assigned, In-Progress, and Pending) count of Service Requests for each Workgroup. For example, see the following screenshot:
Top 10 Analysts By Workload	This tile displays the Top 10 Analysts based on the number of In-Progress and Pending Requests. For example, see the following screenshot:
Requests Medium	This tile displays the count and percentage of Requests logged using the various medium. For example, see the following screenshot:
Analysts By Location	This tile displays the Analyst count Location-wise. For example, see the following screenshot:
CSAT Trend	This tile displays month-wise Average CSAT Rating of Service Requests. For example, see the following screenshot: Note: This report displays only the last twelve months data.
Requests Breakup By CSAT Rating	This tile displays the count of Service Requests for the following CSAT Rating slabs. <2 2-3 3-4 >4
Feedback Sent v/s Received	This tile displays the total number of Requests sent for feedback and the total number of Requests which received the feedback. For example, see the following screenshot:
CSAT Rating By Location	This tile displays the Location-wise Average CSAT Rating. For example, see the following screenshot:
Top 10 Workgroups \| Points Earned	This tile displays the top 10 Workgroups based on the Points Earned. For example, see the following screenshot:
Top 10 Analysts \| Points Earned	This tile displays the top 10 Analysts based on the Points Earned. For example, see the following screenshot:
Top 10 Analysts \| Customer Feedback	This tile displays the top 10 Analysts based on the CSAT Rating. For example, see the following screenshot:

Service Management Help

To View Service Request Dashboard:

List of Reports in Service Request Dashboard

Release Notes | Installation Guide | Other Documents

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