HaloITSM Guides
Documentation to assist with the setup and configuration of the HaloITSM platform
Guides > SDI Reports
SDI Reports
Reports and Charts
The filters in italics are not required.
Ticket Reports
8.04 Number of Incidents - Incidents by Channel (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Incident), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Source
- Y Axis: Ticket ID
- Order By: Ticket ID
8.04 Number of Incidents - Incidents by Channel (Trend by Month)
- Data Source: 💾 Ticket Totals
- Filters: 'ITIL Type' includes (Incident), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Multiple Series
- X Axis: Month
- Y Axis:
- Email (Source)
- Phone (Source)
- Web (Source)
- Other (Source)
- Order By: Month
8.05 Number of Service Requests - Service Requests by Channel (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Service Request), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Source
- Y Axis: Ticket ID
- Order By: Ticket ID
8.05 Number of Service Requests - Service Requests by Channel (Trend by Month)
- Data Source: 💾 Ticket Totals
- Filters: 'ITIL Type' includes (Service Request), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Multiple Series
- X Axis: Month
- Y Axis:
- Email (Source)
- Phone (Source)
- Web (Source)
- Other (Source)
- Order By: Month
8.06 Average Time to Respond to an Inbound Query - Ticket by Channel (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Source
- Y Axis: Time to Respond (Decimal)
- Order By: Time to Respond (Decimal)
8.07 Average Time to Respond to Assigned Incidents - Incidents by Channel (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Incident), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Source
- Y Axis: Time to Respond (Decimal)
- Order By: Time to Respond (Decimal)
8.08 Average Time to Respond to Assigned Service Requests - Service Requests by Channel (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Service Request), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Source
- Y Axis: Time to Respond (Decimal)
- Order By: Time to Respond (Decimal)
8.09 Abandon Rate - Live Chats (Trend by Month)
- Data Source: 💾 Live Chats
- Filters: None
- Chart Type: Bar
- X Axis: First Message Month
- Y Axis: Abandoned
- Order By: First Message Month
8.10 Average Time to Resolve Incidents Not Resolved on First Contact (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Incident), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B), 'First Time Fix' includes (0)
- Chart Type: Bar
- X Axis: Source
- Y Axis: Time to Resolve (Decimal)
- Order By: Time to Resolve (Decimal)
8.11 Average Time to Fulfil Requests Not Fulfilled on First Contact (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Service Request, Change Request), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B), 'First Time Fix' includes (0)
- Chart Type: Bar
- X Axis: Source
- Y Axis: Time to Resolve (Decimal)
- Order By: Time to Resolve (Decimal)
8.12 First Contact Incident Resolution Rate (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Incident), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Source
- Y Axis: First Time Fix
- Order By: First Time Fix
8.13 First Contact Request Fulfilment Rate (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Service Request, Change Request), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Source
- Y Axis: First Time Fix
- Order By: First Time Fix
8.14 First Level Incident Resolution Rate
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Incident), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Source
- Y Axis: Team Not Changed (Int)
- Order By: Team Not Changed (Int)
8.15 First Level Request Fulfilment Rate (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: None
- Chart Type: Bar
- X Axis: Team Changed
- Y Axis: Team Changed
- Order By: Team Changed
8.16 Re-opened Incident Rate (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Incident)
- Chart Type: Bar
- X Axis: Re-Opened
- Y Axis: Re-Opened
- Order By: Month Created
8.17 Re-opened Service Request Rate (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Change Request, Service Request)
- Chart Type: Bar
- X Axis: Re-Opened
- Y Axis: Re-Opened
- Order By: Month Created
8.18 Incident Backlog Management (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'Status' does not include (On Hold, User Hold, Closed), 'ITIL Type' includes (Incident)
- Chart Type: Bar
- X Axis: Category
- Y Axis: Count
- Order By: Status
8.19 Service Request Backlog Management (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'Status' does not include (On Hold, User Hold), 'ITIL Type' includes (Change Request, Service Request)
- Chart Type: Bar
- X Axis: Category
- Y Axis: Count
- Order By: Status
8.20 Percentage of Hierarchic Escalations
- Data Source: 💾 Tickets (All)
- Filters: 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: ITIL Type
- Y Axis: Hierarchic Reassign
- Order By: Hierarchic Reassign
8.21 Percentage of Functional Escalations
- Data Source: 💾 Tickets (All)
- Filters: 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: ITIL Type
- Y Axis: Functional Reassign
- Order By: Functional Reassign
8.22 Number of Reassignments
- Data Source: 💾 Tickets (All)
- Filters: 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: ITIL Type
- Y Axis: Team Reassign Count
- Order By: Team Reassign Count
8.23 Average Incident Resolution Time by Priority - Incidents by Priority (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Incident), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Priority
- Y Axis: Time to Resolve (Decimal)
- Order By: Time to Resolve (Decimal)
8.24 Average Request Fulfilment Time by Priority - Request by Priority (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Change Request, Service Request), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Priority
- Y Axis: Time to Resolve (Decimal)
- Order By: Time to Resolve (Decimal)
8.25 Average Incident Resolution Time by Category - Incidents by Category (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Incident), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Category Root
- Y Axis: Time to Resolve (Decimal)
- Order By: Time to Resolve (Decimal)
8.26 Average Request Fulfilment Time by Category - Request by Category (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Change Request, Service Request), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Category Root
- Y Axis: Time to Resolve (Decimal)
- Order By: Time to Resolve (Decimal)
8.27 Comparison of Service Level Targets to Performance - Resolution SLA
- Data Source: 💾 Tickets (All)
- Filters: 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: SLA
- Y Axis: SLA Resolution Met
- Order By: SLA Resolution Met
8.27 Comparison of Service Level Targets to Performance - Response SLA
- Data Source: 💾 Tickets (All)
- Filters: 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: SLA
- Y Axis: SLA Response Met
- Order By: SLA Response Met
8.28 Service Desk Knowledge Usage - Views by Agents (Trend by Month)
- Data Source: 💾 Knowledge Base Usage (Overall)
- Filters: 'Viewer Type' includes (Agent)
- Chart Type: Bar
- X Axis: View Month
- Y Axis: View Count
- Order By: View Month
8.28 Service Desk Knowledge Usage - Views by Agents (Trend by Week)
- Data Source: 💾 Knowledge Base Usage (Overall)
- Filters: 'Viewer Type' includes (Agent)
- Chart Type: Bar
- X Axis: View Week (WC)
- Y Axis: View Count
- Order By: View Week (WC)
8.29 Customer Facing Knowledge Usage - Views by Users (Trend by Month)
- Data Source: 💾 Knowledge Base Usage (Overall)
- Filters: 'Viewer Type' includes (User)
- Chart Type: Bar
- X Axis: View Month
- Y Axis: View Count
- Order By: View Month
8.29 Customer Facing Knowledge Usage - Views by Users (Trend by Week)
- Data Source: 💾 Knowledge Base Usage (Overall)
- Filters: 'Viewer Type' includes (User)
- Chart Type: Bar
- X Axis: View Week (WC)
- Y Axis: View Count
- Order By: View Week (WC)
8.30 Service Desk Knowledge Quality and Effectiveness
- Data Source: 💾 Knowledge Base (Breakdown)
- Filters: None
- Chart Type: Multiple Series
- X Axis: Month
- Y Axis:
- Agent Positive
- Agent Negative
- Agent Views
- Order By: Month
8.31 Customer Facing Knowledge Quality and Effectiveness
- Data Source: 💾 Knowledge Base (Breakdown)
- Filters: None
- Chart Type: Multiple Series
- X Axis: Month
- Y Axis:
- User Positive
- User Negative
- User Views
- Order By: Month
8.34 Total Cost of Service Delivery (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: ITIL Type
- Y Axis: Labour Cost
- Order By: Labour Cost
8.35 Average Cost per Incident by Channel (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Incident), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Source
- Y Axis: Labour Cost
- Order By: Labour Cost
8.36 Average Cost per Service Request by Channel (Fixed Period)
- Data Source: 💾 Tickets (All)
- Filters: 'ITIL Type' includes (Service Request), 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Source
- Y Axis: Labour Cost
- Order By: Labour Cost
8.40 Periodic Customer Satisfaction Measurement (Trend by Month)
- Data Source: 💾 Feedback
- Filters: 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: Month
- Y Axis: Satisfaction Metric
- Order By: Month
8.41 Event-Based Customer Satisfaction Measurement
- Data Source: 💾 Feedback
- Filters: 'Team' includes (Halo Service Desk Team A, Halo Service Desk Team B)
- Chart Type: Bar
- X Axis: ITIL Type
- Y Axis: Satisfaction Metric
- Order By: ITIL Type
8.42 Complaints, Suggestions and Compliments (Fixed Period)
- Data Source: 💾 Feedback
- Filters: None
- Chart Type: Bar
- X Axis: Score
- Y Axis: Ticket ID
- Order By: Ticket ID
8.43 Problem Records Created Through Proactive Problem Management
- Data Source: 💾 Tickets (All)
- Filters: 'Source' does not include (Email, Chat, Web, Manual - Phone, Manual)
- Chart Type: Bar
- X Axis: Source
- Y Axis: Ticket ID
- Order By: Ticket ID
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