Documentation forSolarWinds Service Desk

Service Statistics

It is important for service agents to have visibility into relevant events occurring within your organization. Service Monitoring can assist you in prioritizing your Service Desk work. It:

  • Highlights the incident lifecycle, which can help you focus on time spent per incident state and per assignee.
  • Highlights the calculated time from incident creation to incident closure.

Such information can help you determine whether there are bottlenecks preventing continuous workflow.

Example use case

  • The VP of Finance is frustrated that an incident he created three days ago has not yet been resolved. The IT manager opens the service statistics for the incident and is able to:
    • Look into the incident history.
    • Review how many times the incident had been reassigned.
    • See how long each assignee spent on the incident.

    When the IT manager realizes the incident has been reassigned four times, he changes the service statistics to focus on the time spent per state of the incident. There he sees that the longest state was waiting for input from the VP. As soon as the VP responds with the requested information, the ticket can be resolved and closed.

    Use service statistics

    1. Navigate to Service Desk > Incidents.

    2. From the Incident index page, click the title of a single incident.

    3. On the right, notice the pane displaying information about the incident.

    4. Click Service Statistics to reveal a small details screen that includes valuable information regarding the incident.

    5. Use the descriptions in the tables below to guide you making dropdown selections to change your view.

      Top dropdown menu lets you identify the type of information you want to see.
      High-level Provides an overview of the time-lapse.
      State Changes

      Provides a historical account of state changes. Reflects the lifecycle of the incident as the state changed from one state to another, for example, from New to Assigned.

      Example

      Assignee Changes Shows all individuals who worked on the incident.
      The lower dropdown menu allows you to determine your view based on time related to the incident.
      Time Spent Reflects the total hours an agent(s) has devoted to the incident between creation to now.
      Time Spent (Business Hours) Calculates the time an agent(s) spends on the incident. Only takes business hours into account, not total hours.
      Time Passed Since Creation Reflects total hours since incident creation.
      Time Passed Since Creation (Business Hours) Accounts for only the total number of business hours since creation of the incident.