ITSM - BW Reporting - incidents

[Private_Member_19084]

Hi experts,

there is one metric in BW-reporting->Incidents which is called "Ratio of New/Closed Tickets".

And to be honest, I've no idea how this gets calculated or what this kpi means.

Maybe somebody know the calculation and can provide it, thank you.

Kind regards

[former_member186154 · Accepted solution]

Hi,

The calculation is -- Total number of incidents created during the time period / Total number of Incidents closed in the time period.

Regards,

Kathir

[Private_Member_19084 · Accepted solution]

Hello Kathir,

Are you sure?
Because in my case this doesn't work.

In total area I find 181 tickets are created in time-period.

In Ratio-Screen I get that 129 are still open, of the tickets which are created in the time-period.

So it must be 181/52 = 3,48

But the ration in ITSM shows 2,48 ....

Kind regards

[former_member186154 · Accepted solution]

Hello Anton,

The denominator value should not be 52. It should be the total number of incidents closed irrespective of the time they were originally created. This means the total number of incidents closed in the specific time period should have been 73.

Check and let me know whether result matches with the data.

Regards,

Kathir

[Private_Member_19084 · Accepted solution]

Hello Kathir,

what do you mean, so as per selection in the bw-reporting, there had been 52 tickets closed, of the tickets which are CREATED in the time period.

Or does it mean how many tickets have been CLOSED in the time period?

Kind regards

[former_member186154 · Accepted solution]

Hello Anon,

The calculation goes like this-

Numerator - Number of new Incidents created in the Selected Time frame

Denominator - Number of Total incidents closed in the selected Time Frame (This is irrespective of when the incidents were created).

Hope it is clear now.

Regards,

Kathir

[Private_Member_19084 · Accepted solution]

Really? If so this is realy strange.

As in the selection "Created" date is selected, not change-date or close-date.

However, it might be that the field is just having the wrong name....

Hopefully in all other cases, the date selection is always to "Created" date, right?

Otherwise I would have no idea by which date the tickets are selected...

Kind regards