The SR_Aging Dashboard consolidates all aging-related reports for service requests, providing visibility into the duration of both open and resolved requests across multiple dimensions. It enables IT teams to track delays, analyze resolution timelines, and identify bottlenecks that may impact service delivery performance.
Included Reports:
Open Request Aging Reports: Monitor how long service requests remain open to support timely resolution and effective workload management:
Open Request Aging by Analyst: Shows duration of pending requests by assigned analyst to highlight individual workload challenges.
Open Request Aging by Workgroup: Displays open request aging grouped by support workgroup for team-level SLA insights.
Open Request Aging by Category: Highlights aging trends across request categories to detect delays in specific service areas.
Open Request Aging by Classification: Tracks aging by request classification to help prioritize based on service types.
Open Request Aging by Priority: Reveals delays in addressing high-priority requests, aiding escalation management.
Open Request Aging by Location: Shows regional delays by tracking aging based on the location of request origin.
Resolved Request Aging Reports: Analyze how long it takes to resolve service requests for SLA performance evaluation.
Resolved Request Aging by Analyst: Measures resolution times per analyst to evaluate efficiency.
Resolved Request Aging by Workgroup: Shows average resolution time by workgroup, identifying high-performing teams.
Resolved Request Aging by Category: Reveals resolution timelines across different request categories.
Resolved Request Aging by Classification: Displays resolution duration for various classified requests.
Resolved Request Aging by Priority: Analyzes time-to-resolution trends across priority levels.
Resolved Request Aging by Location: Compares resolution speed by geographic or organizational location.