Page Comparison

Statistic Type

The users can select three new options:

• Customer Request Type

• Customer Request Type (by project)

• Organizations

The difference between Customer Request Type and Customer Request Type (by project) is that the latter also splits the issues by project and displays the icons of the request types. —theormer —the former merges the request types with the same name but from different projects.

Statistic Type

The users can select SLA fields to display statistics based on the completion date of the SLA field.

The statistic type list contains all the SLA fields. Each SLA option behaves like a date field representing the completion date of the last SLA cycle. The statistics will include only the issues that have their SLA completed.

Values

New values based on the Service Management SLA fields are available. For each SLA field, the available options are:

• Completed – returns only the issues for which the SLA is completed

• Met – returns the issues for which the SLA is completed and met

• Breached – return the issues for which the SLA is completed and breached

• %Met – return the percentage of issues for which the SLA is met out of the issue for which the SLA is completed

• %Breached – returns the percentage of issues for which the SLA is breached out of the issues for which the SLA is completed

• Average – displays the average completion time for the issues that have the SLA completed.

In all the cases, only the issues with completed SLAs are considered, and only the last cycle is included in any computation.

Values

The field Satisfaction and custom values based on satisfaction can be used as values. Users can display average, min, or max values based on customer satisfaction. 

Time Series

If the Statistic Type is Time Series, then the user can output any time series, including time series based on SLA fields. Time series based on SLA fields can output values such as SLA Completed, SLA Met, SLA Breached, SLA %Met, SLA %Breached, and SLA Average.