Configuring ticket lifecycle for reporting

Several reports measure how long it takes tickets to move from one status to another. You can define which statuses are excluded from this measurement for each item in your workspaces. For more information about lifecycle statuses, see Lifecycle status definitions.

There are three ways to configure these settings: lifecycle status time measurements, response events, and time management data reporting. Each change in status causes a lifecycle event to be recorded.

The following topics are provided:

To configure lifecycle statuses for reporting

  1. Open the item where you want to configure lifecycle status reporting:
    1. Click the Administration tab.
    2. In the Workspaces section, click the name of the workspace or click Manage to open the Workspace Administration page. Then double-click the workspace.
      The container details page appears. 

    3. In the left pane, click Record Definitions.
      The Items page appears. 

    4. Double-click the item that you want to modify.
      The Item details page appears.
  2. In the left pane, click Lifecycle.
  3. In the Configure Ticket Lifecycle for Reporting section, move the Status values to the appropriate lists.
    Make sure that your selections reflect the workflow for this Item.
  4. Click Save.
  5. Do either of the following:
    • Scroll down to the next section of this page that you want to configure.
    • Publish the workspace. In the breadcrumb trail, click the Workspace link. Click Save and Publish. A confirmation message appears. Click Yes. The Publication Succeeded message appears, showing the number of errors and warnings.

To configure response events for reporting

A response event is a status that indicates an agent has responded to a ticket. Responses are associated with Service Level Targets (SLTs) because SLTs usually have a Response Time requirement. You configure a response event by selecting active Statuses that identify the ticket as having been responded to. This configuration is used in the Dashboard reports and other reports.

  1. Open the item where you want to configure lifecycle reporting:
    1. Click the Administration tab.
    2. In the Workspaces section, click the name of the workspace or click Manage to open the Workspace Administration page. Then double-click the workspace.
      The container details page appears. 

    3. In the left pane, click Record Definitions.
      The Items page appears. 

    4. Double-click the item that you want to modify.
      The Item details page appears.
  2. In the left pane, click Lifecycle.
  3. In the Configure Response Event in Ticket Lifecycle for Reporting section, move Status values from the Active and Not Responded list to the Active and Responded list.
    Make sure that your selections reflect the workflow for this Item.
  4. Click Save.
  5. Do either of the following:
    • Scroll up or down to the next section of this page that you want to configure.
    • Publish the workspace. In the breadcrumb trail, click the Workspace link. Click Save and Publish. A confirmation message appears. Click Yes. The Publication Succeeded message appears, showing the number of errors and warnings.

To configure lifecycle time management for reporting

  1. Open the item where you want to configure lifecycle time management data:
    1. Click the Administration tab.
    2. In the Workspaces section, click the name of the workspace or click Manage to open the Workspace Administration page. Then double-click the workspace.
      The container details page appears. 

    3. In the left pane, click Record Definitions.
      The Items page appears. 

    4. Double-click the item that you want to modify.
      The Item details page appears.
  2. In the left pane, click Lifecycle.
  3. In the Configure Ticket Time Management for Lifecycle Reporting section, select Status values in the Counts for Time list and move them to the Does Not Count for Time list.
    Make sure that your selections include all Status values that should be counted as working time for the ticket but only those values.
  4. Click Save.
  5. Review the settings in all three areas to make sure they do not conflict.
  6. Do either of the following:
    • Scroll up to the next section of this page that you want to configure.
    • Publish the workspace. In the breadcrumb trail, click the Workspace link. Click Save and Publish. A confirmation message appears. Click Yes. The Publication Succeeded message appears, showing the number of errors and warnings.

Related topics

Configuring items

Configuring reports

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