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S05 - Percent of Incidents Generated through Self-service

This report shows the percent of incidents that were generated through self-service (through service requests).

Usage

Use this report to determine the percent of incidents that are coming through the Service Request interface, which is an indication of the efficiency of self-service as well as user adoption of the Service Request interface.

Report assumptions

Incidents associated with a service request are considered to be incidents generated through self-service.

 

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