Develop > Operational Reports > Report Descriptions and Usage > Incident Management Reports

Incident Management Reports

Report name

Business user

Description

Open and Closed Incidents by Category

Service Management process managers, IT Management team

This report enables the user to review, for a determined period, a breakdown of open and closed incidents by categories and by their associated areas.

Open and Closed Incidents by Service

Service Management process managers, IT Management team

This report provides an overview of the number of reported incidents by service in a given time period.

Backlog of Incidents

Service Management process managers, IT Management team

This report enables the user to review the number of incidents that are not closed in a given time period.

Reopened Incidents

Service Management process managers, IT Management team

This report enables the user to review the percentage of reopened incidents by service in a given time period.

Incidents Closed Meeting SLA Target

Service Management process managers, IT Management team

This report enables the user to review the number of closed incidents that meet the SLA targets in a given time period, relative to the number of all closed incidents.

Incident Aging Report

Service Management process managers, IT Management team

This report enables the user to review the number of all closed incidents opened in the last 30 days by priority and by incident duration.

Incident Reassignment Analysis

Service Management process managers, IT Management team

This report enables the user to review the count of incidents opened in the last 13 months (including the current month) by number of reassignment times and by open date.

Percentage of Incidents by Priority

Service Management process managers, IT Management team

This report enables the user to review the count of incidents submitted in the last 13 months (including the current month) by open date and by priority.

Open Incidents Monthly Analysis by Category

Service Management process managers, IT Management team

This report enables the user to review a breakdown of monthly opened incidents for a determined period by categories and by their associated areas.