On Feb 26th we added detailed statistics to Incidents to track key performance indicators of your service to the end-users. You can now track and measure various indicators, such as the duration from Incident’s creation to the time it was assigned to an IT operator, or to when a first response was sent to the Incident’s requestor.
Statistics of a single incident:
All statistics are available on the right side bar of the Incident’s screen:
Statistics in incident list
To see statistics for all incidents, use customized views to add statistics to the incident list and sort on any column. The export of the data includes all statistics, which enables further calculations and allows you to build your own reports.
This addition is a first step towards providing statistics for your entire IT operation, sliced by various factors, and compared to benchmarks of our global IT community. We also plan to deliver more and more measurements and KPI, and to enable SLA actions on top.
[hs_action id=”10349″]New: Incident Statistics Click To Tweet