| % Change in Avg Age of Open Request Task Since Last 30 Days |
Percentage change in the average age of Open Request Tasks in the last 30 days as compared to the last to last 30 days |
(([Avg Age of Open Request Task - Last 30 Days] - [Avg Age of Open Request Task - Last to Last 30 Days]) / [Avg Age of Open Request Task - Last to Last 30 Days]) |
< or > 0% |
| % Change in Avg Request Task Open to Close Duration Since Last 30 Days |
Percentage change in the average Open to Close duration of Request Tasks in the last 30 days as compared to the last to last 30 days |
(([Avg Request Task Open to Close Duration (Days) - Last 30 Days] - [Avg Request Task Open to Close Duration (Days) - Last to Last 30 Days]) / [Avg Request Task Open to Close Duration (Days) - Last to Last 30 Days]) |
< or > 0% |
| % Change in Request Task SLA Since Last Month |
Percentage change in Closed Request Tasks that met SLA in the last 30 days as compared to last to last 30 days |
([Closed Request Tasks - Met SLA % - Last 30 Days] - [Closed Request Tasks - Met SLA % - Last to Last 30 Days]) |
< or > 0% |
| Avg Age of Open Request Task - Last 30 Days |
Average age of Open Request Tasks in the last 30 days |
([Sum of Age of Open Request Tasks - Last 30 Days] / [Request Task Backlog - Last 30 Days]) |
>=0 |
| Avg Days Since last Update |
Number of days since a Request Task was last updated. |
[Request Task Days since Last Update] / [Request Task Backlog]
|
>=0 |
| Avg Open To Close Duration (Days) |
Number of days taken for a Request Task to move from 'Open' state to 'Close' state. |
[Sum of Request Task Open To Close Duration (Days)] / [Closed Request Tasks]
|
>0, Closer to 0 is ideal |
| Avg Overdue Duration (Days) |
Average time taken by a request task beyond the specified due date. |
[Sum of Request Task Overdue Duration (Days)] / [Overdue Requests Tasks]
|
>=0 |
| Avg Request Task Open to Close Duration (Days) - Last 30 Days |
Average number of days taken for a Request Task to move from 'Open' state to 'Close' state in the last 30 days. |
([Sum of Request Task Open To Close Duration (Days) - Last 30 Days] / [Closed Request Tasks - Last 30 Days]) |
>=0 |
| Avg Time to Fulfill (Days) |
Average time taken by a request task to fulfill the change request. |
[Avg Request Task Open to Close Duration (Days)] / [Closed Request Tasks]
|
>0 |
| Business Duration (Days) |
Displays the total business time taken for a specific request task to move from open to close.
|
Sum(([Business Duration] / 86400)){~+}
|
>0 |
| Closed Request Tasks |
Total number of Request Tasks that have been closed. |
Count([Closed Request Tasks]){~+}
|
>=0 |
| Closed Request Tasks - Met SLA % |
Percentage of closed Request Tasks that met SLA |
([Closed Request Tasks - Met SLA] / [Closed Request Tasks]) |
>=0% |
| Closed Request Tasks - Met SLA % - Last 30 Days |
Percentage of closed Request Tasks that met SLA in the last 30 days |
([Closed Request Tasks - Met SLA - Last 30 Days] / [Closed Request Tasks - Last 30 Days]) |
>=0% |
| Days Since Last Update |
For Open Tasks, the number of days between today and last updated date. |
Sum(([Dormancy Age] / 86400))<[Backlog]> |
>0 |
| Days Until Request Task Due Date |
Total number of days remaining until the Request Task reaches its due date. |
Sum(([Time Until Request Task Due Date] / 86400.0)) |
>=0 |
| Days until Request Task due date PV 1 {None} |
Threshold metric that represents days until Request Task Due Date PV1 value, which can be used to specify a threshold range for Request Tasks that are about to breach their due date. By default, the threshold value is set to 0. |
Max([Days until Request Task due date PV 1]) |
0 |
| Days until Request Task due date PV 2 {None} |
Threshold metric that represents days until Request Task Due Date PV2 value, which can be used to specify a threshold range for Request Tasks that are about to breach their due date. By default, the threshold value is set to 1. |
Max([Days until Request Task due date PV 2]) |
1 |
| Days until Request Task due date PV 3 {None} |
Threshold metric that represents days until Request Task Due Date PV3 value, which can be used to specify a threshold range for Request Tasks that are about to breach their due date. By default, the threshold value is set to 3. |
Max([Days until Request Task due date PV 3]) |
3 |
| Days until Request Task due date PV 4 {None} |
Threshold metric that represents days until Request Task Due Date PV4 value, which can be used to specify a threshold range for Request Tasks that are about to breach their due date. By default, the threshold value is set to 5. |
Max([Days until Request Task due date PV 4]) |
5 |
| Opened Request Tasks |
Count of the total number of Request Tasks that have been opened in the specified time frame. |
Count([Opened Request Tasks]){~+}
|
>=0 |
| Opened Request Tasks - Last 30 Days |
Count of the total number of Request Tasks that have been opened since the last 30 days. |
Count([Opened Request Tasks])<[Request Task - Last 30 days (Lagging Count)]> |
>=0 |
| Overdue Request Tasks |
Number of Request Tasks that are overdue. |
Count([Opened Request Tasks])<[Over Due]> |
>=0 |
| Reassignment Count |
Count of the number of times a request task has been reassigned between assignment groups.
|
Sum([Request Task Reassignment Count]){~+}
|
>=0 |
|
Request Task Backlog |
Displays the total number of pending request tasks that are opened in a specified time frame. |
Count([Opened Request Tasks])<[Backlog]> |
0 or >0 |
| RITM Overdue Duration {RITM} (Days) |
Time taken by Request tasks beyond the specified due date.
This is a level-based metric, and the calculations are performed only in the context of Request Item attribute.
|
Sum (([Overdue Duration] / 86400)){[Request Item]}
|
Lower the better, ideal is 0 |
| Unassigned Request Tasks |
Total number of Request Tasks that are not assigned to any person |
Count([Opened Request Tasks]) <[Request Task Unassigned]> |
>=0 |
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