Creating Ticket Management reports

Use the Ticket Management reports to analyze the data associated with ticket lifecycle events, such as

• The ticket activity for a given time period
• The average age of unresolved tickets
• Time metrics on tickets remaining in a particular state
• Time metrics on tickets moving from one state to another
• Number of tickets in a specified state and so on.

See the following topics:

• Customizing Activity reports
• Creating Average Age reports
• Creating Watchlist reports
• Creating Status comparison reports
• Creating Turn-around Time reports
• Customizing Resolution Rate reports
• Creating lifecycle comparison reports