Request Analysis
The Time Elapsed Analysis tab in a request provides thorough information about the activities within the request. It includes the technicians or groups assigned to the request, the total time spent on the request, the status of the request, and other relevant details.
Role Required: Technicians with permission to view requests.
The following details are displayed in the Time Elapsed Analysis tab.
Life of Request: Total time spent on a request from its creation to its completion. (i.e., the sum of the duration of the following)
- Total Time Elapsed: Total time spent on the request excluding the duration for which the request was kept on hold.
- OnHold Time: Time spent in the On Hold and Resolved states. Actions like assigning groups or technicians during this period won't be shown unless the request is reopened.
The time analysis will stop when the request moves to the closed state.
Assigned Time: Total time spent by a request when assigned to groups or technicians.
- In Groups: Time spent by a request within a group or multiple groups.
- By Technicians: Time spent by a request under a technician or multiple technicians.
SLA: Shows the service level agreement (SLA) for the request (e.g., High SLA, Low SLA, etc.) and displays the response and resolution times for a request.
- Response Time: Time taken to send a response for a given request.
- Resolution Time: Time taken to resolve a given request.
If a time limit is configured for a request, the response and resolution times will be shown along with the Due-in and Delayed by times.
Line Charts - Status, Group, and Technician: Displays the duration of the request under each status, group, and technician.
Hover over the different colored sections in the respective line charts to see the status, assigned group, or technician, along with the time spent by the request under that specific status, group, or technician.
Click the colored sections to view its details in a pop-up.
You can set the colors for different statuses under Setup > Customization > Helpdesk > Status.
Circular Charts - Status, Group, and Technician: The total time spent under each category, along with the time spent in different statuses, groups, and technicians, is shown.
Hover over the colored sections in the respective charts to view details of the status, technician, and group.
Additionally, you can click the colored sections or the breakdown of the duration below the charts to view the details in a pop-up.
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