Request Assessment

Request Assessment presents every minute detail about the activities within a request. Total time spent on a request, technicians/ groups assigned to requests, status of requests, etc., every such detail is fully elaborated in the request assessment page.

[Note: This feature is applicable only on requests created after the release.]

To access the request assessment feature, follow the steps given below.

Click the Requests tab from the top header pane.
Click any request from the list of requests displayed.
Go to Time Elapsed Analysis tab. This shows a detailed description of all the activities within the selected request.

The following image provides a glimpse of some of the details listed in the Request Assessment page.

Life of Request: This table displays the total time spent on a request from its creation to its completion i.e. the sum of duration of the following two,

Total Time Elapsed: The total time spent on the request excluding the duration for which the request was kept on hold.
OnHold Time: The OnHold time includes the time spent in the On Hold, Resolved, and Closed state. Any actions (assigning groups, technicians) performed during this period will not be shown unless the request is reopened.

The timer will stop completely once the request is closed.

Assigned Time: The total time spent by a request when assigned to groups or technicians.

In Groups: The time spent by a request within a given group or within multiple groups. When a request is moved from one group to another, the sum of the time spent under the groups is displayed.
By Technicians: The time spent by a request under a given technician or under multiple technicians. When a request is moved from one technician to another, the sum of the time spent under the technicians is displayed.

SLA: This table displays the SLA level of the request i.e. high SLA, medium SLA etc. and displays the Response Time and Resolution Time for a request.

Response Time: This is the time taken to send a response for a given request. A duration can be set within which the response is expected. This duration is displayed as the 'due-in time'. If there is no response within this set duration, the table displays the overdue time for the response. If the response is sent within the 'due-in time', the table displays the 'Response Time' for the request. However, if the response is sent once the 'due-in time' is crossed, the 'Response Time' will be displayed along with the 'Overdue Time'.
Resolution Time: This is the time taken to resolve a given request. A duration can be set within which the request is expected to be resolved, displayed as the 'due-in time'. If there is no resolution within this set duration, the table displays the overdue time for the resolution. If the request is resolved within the 'due-in time', the table displays the 'Resolution Time' for the request. However, if the request is resolved after the 'due-in time' is crossed, the 'Resolution Time' will be displayed along with the 'Overdue Time'.

Further, the line charts and circular charts elaborately present the details about the requests.

The Line Chart displays the timeline of the Status, Groups, and the Technicians a request has been through in its entire duration. You can set the colors for different statuses from Setup >> Customization >> Helpdesk >> Status.

Consider the timeline for Status. Different colors are used to denote different statuses. A request in the 'open' state denoted in blue. Once, the state is changed to 'on hold', the color is changed. If the status is then changed to 'resolved', another color is displayed. If the status is changed back to 'open', the color changes back to the original blue as was used previously for the 'open' state. You can hover over the line chart and the time spent under a given state/ group/ technician will be displayed. This simple pictorial representation helps in,

knowing the various states the request has been through from time to time, the duration spent in each state, and the number of times the state has changed throughout the entire duration of the request.
knowing how many groups the request was placed under from time to time, the duration spent under each group and the number of times the group has changed throughout the entire duration of the request.
knowing how many technicians the request has been assigned to from time to time, the duration spent under each technician and the number of times the technician has changed throughout the entire duration of the request.

The Circular Chart is a collective representation of the time spent under a given state, group or technician. Unlike the Line chart, it doesn't present a timeline. Instead, it is a summarized display of various actions that happen within a request. Here again, different colors are used to denote different states/ groups/ technicians. The circular representation gives an overall view of the duration spent by a request under various states/ groups/ technicians. However, it does not display,

the number of times the state has changed.
the number of times the group has changed.
the number of times the technician has changed.

Also, you can click the duration listed below the circular representation to gather additional information about the state/ group/ technician associated with the request.

For Status

For the 'open' status of the request, the following is the information displayed. The same can be viewed for other states such as on hold, resolved etc.

For Groups

For groups, the following is the information displayed. The same can be viewed for all the groups and also for the unassigned duration.

For Technicians

For technicians, the following is the information displayed. The same can be viewed for other technicians as well as for the unassigned duration. Technicians can enter their work log details by clicking Add Work Log.

Furthermore, two new types of reports have been included with respect to the Request Assessment feature.