Incident Aging by Classification-Open

This report is a graphical representation providing insights into the aging incidents for different classifications. You can filter the report details with parameters such as classification, tenant, incident registered time, workgroup, and analyst.

The Open Incidents Aging by Classification report is displayed below.

Figure: Open Incidents Aging by Classification

The following table explains the options available on the toolbar on top of the report. 

Toolbar components	Description
Pagination	Displays the number of pages available on the report page. Click on the dropdown to view the number of pages. To access a certain page, click on its corresponding number.
First page	Click the first page icon to navigate to the report's first page.
Last page	Click the last page icon to navigate to the report's previous page.
Previous page	Click the previous page icon to navigate to the last page of the report.
Next page	Click the next page icon to navigate to the next page of the report.
Toggle Multipage mode	Select the toggle multipage mode to navigate between multiple pages of the report.
Zoom	Allows you to magnify the content on the report page.  Zoom Out - Click - icon to zoom out to reduce the display size of the report.  Zoom In - Click + icon to zoom in to increase the display size of the report.
Highlight Editing Fields	This option highlights any editable fields available in the report. It is enabled only if there are any editable fields.
Print	Click the print icon to print the report. You can print the current page of the report.
Print Page	Click the print page icon to print multiple pages of the report.
Export to	You can export the report to PDF, Excel, and Image. To export the report to a specific format, click the dropdown menu to select it.
Search	Click the search icon to search for any text in the report. The search panel has two options to search text. Figure: Search Match Case - You can search text and specify whether to use a case-sensitive search.  Match whole word only - You can search text where the full word matches the search results.
Full Screen	Click the full-screen icon to view the report in full-screen view.

Filters

Click the filter icon to view the preview parameters. In the preview parameters, you can filter the report content with the available filters.

The following table explains the filters available under the preview parameters panel. 

Child Report - Classification Aging Details-Open

The report of open incidents aging by classification is embedded with a child report named Classification Aging Details. This child report is a drill-down report that provides details of the aging incidents by classification. It provides detailed information about the incidents including the incident ID, logged by, classification, pending reason, tenant, SLA deadlines, etc.

To access the child report - classification aging details, click the count of incidents with the hyperlink mentioned against the classifications.

For example, on the parent report - Incident Aging by Classification, the classification named Application has 2 incidents aging between 5 to 10 days. To know more about these two incidents, click count 2 with the hyperlink. It opens the child report - classification aging details that provide detailed information about the 2 aging tickets.

Figure: Parent Report - Open Incidents Aging by Classification

Click count 2 under the column 5 to 10 days as displayed below.

Figure: Child Report - Classification Aging details

The child report displays the following details, incident ID, log time, logged by, caller name, classification, category, status, pending reason, assigned to, priority, workgroup, symptom, description, Service Window, location, Medium, tenant, last updated on, Response Time, Response SLA met, response deadline, resolution time, Resolution SLA met, resolution deadline, solution, resolution code, closure code.