Incident Aging Report

Description

The Incident Aging report breaks down all closed incidents which have been opened in the last 30 days by priority ("1 - Critical", "2 - High", "3 - Average", "4 - Low") and then by incident duration (1"t" refers to incident duration.t<=1 hour, 1<t<=2 hours, 2<t<=4 hours, 4<t<=8 hours, 8<t<=1 day 2In this document, "days" refer to calendar days., 1<t<=2 days, 2<t<=3 days, 3<t<=7 days, 7<t<=15 days, 15<t<=30 days). This report organizes the aforementioned information using both 3D and 2D bar graphs. You can get an overview of the number of closed incidents by priority and by incident duration on the first page of this report. The Incident Count by Duration analysis is displayed in the 2D bar graph. To view detailed breakdown of incidents by open date and by duration, you can click the Groups tab in Crystal Preview panel and select priority group names.

Customer Value

This report provides a quick view of all closed incidents which are opened in the last 30 days by priority and by incident duration. When the incidents start backlogging faster than they can be resolved, the tendency of long incidents resolved time can be exposed in this report. This information can be used by the IT Management team to monitor and report upon the efficiency and effectiveness of the resolved incidents. Service Management process managers can also use this report to develop and follow procedures to reduce the time to resolve incidents and eliminate backlogged incidents.