Incident Management Three Phase Report(s)

Hi sdpTeam

I broke down the Incident Management process into three phases. I’d like to have some information in reports for these three phases. Can you build one or more query to get this information in reports?

I – Registration Phase

·         The total number of requests and the average time, per week over the last three months, it took from the moment a request was created to the first time it was assigned to a technician.

II – Recovery Phase

·         The total number of requests and the average time, per week over the last three months, it took from the first moment a request was assigned to a technician to the moment the status was changed to ‘Resolved’.

·         The same, but then grouped by Category

·         The same, but then grouped by Subcategory

·         The 10 request that took the longest time in this phase (from first assignment to status ‘Resolved’)

·         The 10 request that took the shortest time in this phase (from first assignment to status ‘Resolved’)

III – Closure Phase

·         The total number of requests and the average time, per week over the last three months, it took from the moment the status was changed to ‘Resolved’ to the moment the ticket was closed (status was changed to ‘Closed’).

Any further suggestions are appreciated.

Thanks in advance!

Regards,

Jan Martijn