Service request reports let you compare request counts, processing delays, recorded hours and the mean time between failures for Spots. The reports use different data sets and time criteria. The same period therefore does not yield the same service requests in every report.
Open a report and select the filters for your comparison
From the browser's main menu, open Dashboard → Report pages and select a page from the page selector. An administrator can open the Add new report selection at the top of the page, search for a report by name and drag it onto the page. The basic version of Report pages provides one page, and each report can appear on it once. Additional features allow multiple pages and the same report with different filters.
Open Settings in the report's title bar. In the settings panel that opens on the page, All filters contains the report's data filters, Group by contains the breakdown options, and Report settings includes options such as Chart type. Next to the chart, Tme period for the data selects the period for the data, and Time grouping for data selects, for example, monthly or yearly results. MTBF has no time grouping.
Select the period before comparing figures. The initial settings of a new report vary: the turnaround time, recorded hours and on hold reason reports use a calendar period from the start of the previous year to the end of the current year. MTBF and the count report by Spot use the current calendar year. The status, count, processing delay and commenting delay reports initially use a date range with no boundaries filled in; in this case, the data starts with the first service request. A saved report has its own settings.
Report-specific filters can restrict, for example, folders, Spots, service request categories, user roles, customers and priorities. The conditions of different filters must all be met. A folder filter also includes subfolders and requires a Spot linked to the request. Not all reports have the same filters: for example, the status filter is available in the status and count reports, but not in the delay or MTBF reports.
In reports where Additional fields is available, all specified field conditions must be met. Text searches look for a match regardless of case, and number searches look for the specified number as part of a string. A number search therefore does not set a minimum or maximum value. A date field condition checks whether the field is empty or filled in.
The data is restricted according to your access rights. A report with the same name opened by another user may contain different data. A saved filter hidden from you may still restrict the results; the view notifies you of such filters. An administrator saves the page's reports and filters using Save the page. If needed, see adding a report and using time periods and filters.
Three count reports
- Service requests by status separates the current statuses Open, In progress, On hold and Completed. You can break down the results by user role or priority.
- Number of Service Request by Spots shows counts for each Spot. Requests without a Spot may appear as an unknown group.
- Number of Service Requests shows the total count. You can break it down by user role, priority, service request category, Spot or service request field.
In these reports, the data is first restricted to the selected period based on the service request's creation time. A request currently in the Completed status is then counted in the chart's time group based on its completion time. Open, In progress and On hold requests are counted based on their creation time. Cancelled and Forwarded requests are excluded even if you select them in the status filter.
For example, a request created on 31 January and completed on 2 February does not appear in a count report restricted to February alone, because its creation time is outside the selected period. When the data period covers January and February, the request appears among the completed requests for February. If its completion also falls outside the data period, the request may be omitted from the chart.
The status breakdown shows requests' current statuses, rather than their statuses at the end of each past month. Changing statuses can therefore also change the results for earlier time groups. The counts are numbers of requests; no percentage is calculated and no denominator is used.
Counts by additional field value
In the count report's Group by section, select By service request field, then choose the desired field from the Select field option that appears. No breakdown is generated unless you select a field.
Only requests that have the selected field are counted. An existing but empty field belongs to the Others group; a field that is missing entirely is excluded. In the current calculation, the No value of a yes/no field also goes into the Others group. The sum of the breakdown may therefore differ from the ungrouped total for the same report.
Long values are shortened, and values containing special characters may be combined into the same group. For comparisons, use short field values that are clearly distinct from one another, and check unclear groups against the original requests.
Three delay reports
Delay reports always group requests by creation time. The required processing event may occur after the selected creation period. You can break down all three reports by service request category, user role or priority.
| Report | Included requests and measured time |
|---|---|
| Service request turnaround time | Requests currently in the Completed status: the time elapsed from creation to the most recent completion. |
| Service request processing delay | Requests with a recorded processing start time: the time elapsed from creation to the first transition to In progress. The current status does not restrict the data. |
| Commenting Delay of Service Requests | Requests with at least one comment: the time elapsed from creation to the earliest comment. The current status does not restrict the data. |
The result for each time group and breakdown group is the sum of the individual request times divided by the number of included requests. A missing start time or comment does not mean a zero delay; the request is excluded from that average. One day and three days give an average of 2.00 days for two requests.
The calculation uses actual elapsed time, with one day equal to 24 hours, and rounds the average to two decimal places. Weekends, nights and time spent On hold are not deducted. These figures are not recorded working hours. Any negative processing or commenting delay times for individual requests are treated as zero.
Turnaround time and processing delay values may also appear in the format d h min. This format is converted from the number of days already rounded to two decimal places, so it does not increase the measurement's precision. Commenting delay is shown in days.
When a Completed request is moved to another status, its completion time is cleared and it is removed from the turnaround time data. Completing it again records a new completion time. The first In progress time, however, is retained through later status transitions. Deleting the first comment may cause the commenting delay to be based on the next comment.
An empty delay group does not mean a delay of zero days. A group missing from grouped data has no value. Without a breakdown, the calculation does not handle an empty time group safely, so report generation may fail. Try a longer period or a breakdown if a delay report does not load.
Service request recorded hours
The hours report uses finished entries linked to a service request whose log type is service request and whose time interval overlaps the selected period. Ongoing entries are excluded. The request's creation time or current status does not in itself exclude an entry.
Without a breakdown, the report sums only the portion of the time between an entry's start and end times that falls within the selected period. The sum is converted to hours and rounded to two decimal places. For example, an entry from 23:00 to 01:00 contributes one hour to the following day's report.
You can break down hours by service request category, folder, Spot, user role or priority. A breakdown changes the calculation: entries entirely within a time group use their stored minutes. An entry crossing the start or end boundary uses the portion clipped according to its clock times. The stored number of minutes is rounded up to a whole minute when the entry is saved; in a breakdown, minute totals and portions crossing a boundary are converted to hours and rounded to two decimal places before they are combined. The sum of the breakdowns may therefore differ from the ungrouped result. A breakdown by user role is not a report of each individual's entries.
Recorded hours and piece counts is a separate report. It separates hours and pieces, provides entry-specific filters and also includes ongoing time tracking. The service request hours report does not separate pieces into their own result or provide an approval filter. Use the general log entry report when you need to examine results by the person who recorded the entry, approval or unit type. Checking working hours is also covered in viewing hours and costs.
Mean time between failures (MTBF)
In All filters, restrict Service request category to the category corresponding to fault reports, and select the necessary Spots or folders. Without a category filter, all of a Spot's service requests matching the filters are counted as events. The calculation does not identify physical failures or restrict requests to the Completed status: Open, On hold, Cancelled and Forwarded requests may also be included.
A Spot's value is calculated using the formula duration of the selected period in days ÷ number of service requests created during the period that match the filters. It is not the average of the timestamp differences between consecutive failures or the device's measured operating time. A period of approximately 30 days and three requests produce 10.0 days. Extending the period may change the value even if no more requests are added.
Only Spots with at least two requests matching the filters are included. The value is rounded to one decimal place. The Spot comparison shows a maximum of 45 Spots in descending order of request count; ties are sorted by Spot name. Restrict the data to see the Spots you want.
Select Group by → By folder if you want a folder comparison. In the Folder option that appears, you can select the folders to compare; their subfolders are combined with them. Without a separate folder selection, the breakdown uses the Spots' own folders.
A folder's value is the unweighted average of the MTBF values of Spots with at least two requests. It is not the duration of the period divided by the total number of requests in the folder. For example, over a 30-day period, Spots with two and three requests have values of 15 and 10 days; the folder's result is 12.5 days. If a selected folder has no Spots meeting the criteria, its result is 0. This zero does not mean an observed mean time between failures of zero days.
For MTBF, Report settings → Chart type offers vertical or horizontal stacked bars. One value represents the entire selected period.
The reason for the on hold status
The report counts requests by reason, rather than days spent waiting or the number of all transitions to On hold. A request is assigned to the time group for its creation time. The report may include requests currently On hold as well as requests in another status whose status history includes On hold. The current status therefore does not have to be On hold.
The history includes status changes recorded during the relevant time group where On hold appears as either the old or the new status. The request's creation time must also fall within the same time group. This is why an On hold event in February for a request created in January does not by itself contribute to February's reason count.
A request is counted under at most one reason within a time group. For a request currently On hold, its current reason takes precedence over historical reasons. For a request in another status, the last reason processed from its history is selected, but the history records are not sorted by timestamp. If there are several historical reasons, the report's reason therefore cannot be considered reliably the most recent in time. A missing reason for a request currently On hold may also prevent the report from being generated.
Check the results before comparing
Compare a few service requests you know with the report. Check their creation time, current status, completion time, first In progress time, comments and, if necessary, status history. In the hours report, check the entry's start, end, stored duration and link to the service request. For MTBF, count the Spot's requests that match the filters and verify the full duration of the selected period. Time boundaries in service request reports follow your user account's time zone; the default is Helsinki.
The data viewed in the browser also includes service request changes, comments and entries saved to the service from Android and iOS. An entry made on mobile appears in this hours report only after it has been stopped and saved to the service.
If you use Report settings → Show average value, the additional value is the arithmetic mean of the displayed series values at the same time point. It does not calculate a combined average for all requests in a delay report weighted by request count. The average of the averages of groups of different sizes may therefore differ from the result of an ungrouped delay report.
The report's filters and display options do not change service requests or their history. Changing requests' statuses, comments, additional fields and Spot links, however, may change report results even for an earlier period. Reopen the saved page and verify that the selected period, breakdown and filters were retained. If the result is empty or the report does not load, see troubleshooting an empty report.