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Request Insights

Request Insights provides key stats and data for an individual request that has been resolved or closed. A series of charts highlight changes in status, assignment, and the assessment of the request through its life cycle.

Status

The status insights show how long the request had remained in each status. Only the statuses that were used will be displayed.

  • New
  • Open
  • On-hold
  • Resolved

Note

The closed status is excluded from these charts.

Sub-statuses

If the request being viewed includes sub-statuses, an additional chart is displayed that shows the amount of time that was spent in each sub-status.

Assignment

The assignment insights summarize the amount of time that the request was with a team or with an owner. The amount of time between assignments is captured and this insight allows you to see where the request spends most of its time.

  • Team
  • Owner

Assessment

The assessment insights summarize the amount of time that the request stayed in each priority level. This can help identify how long it took until a request was reassessed or escalated to a higher priority level.

  • Priority

Exporting

For all three insight views, you can export the information in a variety of image or data formats. This is particularly useful if you need to prepare a report on a request, so you get easy access to include relevant information.

Note

Exported data that includes time values will typically be exported as minutes.

Data Lists

Each chart has an option to show a data list that includes timestamps of when the change took place, and who made the changes.

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