Service statistics

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Introduction

Service statistics are available for Incidents and Problems.

Incidents service statistics

It is important for service agents to have visibility into relevant events occurring within your organization. SolarWinds Service Desk (SWSD) 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.

Problems service statistics

Service statistics for problems provide insights for your organization to make data driven decisions and improve services.

Service statistics data is available for new problem records created after September 29, 2024.

Navigation

Service Desk > Incidents or Service Desk > Problems

Use service statistics

Navigate to Service Desk > Incidents or Service Desk > Problems.
From the index page, click the title of a single record.
On the right, notice the pane displaying information about the ticket.
Click Service Statistics to reveal a small details screen that includes valuable information.

Use the descriptions in the tables below to guide you in 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 duration for the following events: Time to assignment Time to first response Time to resolution (for Incidents) Time to close
State Changes	Provides a historical account of state changes, reflecting the lifecycle of the incident as it transitions from one state to another (e.g., from New to Assigned), showing both the time spent in each state and the time elapsed from creation to each specific state. Example:
Assignee Changes	Provides a historical account of assignee changes, reflecting the lifecycle of the incident as it changes from one assignee to another, showing the time spent by each assignee, and the time elapsed from creation to each specific assignee.

Top dropdown menu lets you identify the type of information you want to see.

High-level

Provides an overview of the time duration for the following events:

Time to assignment
Time to first response
Time to resolution (for Incidents)
Time to close

State Changes

Provides a historical account of state changes, reflecting the lifecycle of the incident as it transitions from one state to another (e.g., from New to Assigned), showing both the time spent in each state and the time elapsed from creation to each specific state.

Example:

Assignee Changes

Provides a historical account of assignee changes, reflecting the lifecycle of the incident as it changes from one assignee to another, showing the time spent by each assignee, and the time elapsed from creation to each specific assignee.

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