Incident Resolution

ServiceManager.Report.IncidentManagement.IncidentSLA (Report)

This report provides the number of incidents as well as how many of them are past their target resolution time and the average time to resolution. The data can be grouped by Day, Week, Month, Quarter or Year.

Element properties:

Accessibility	Public
Visible	True

Report Localization:

*R.ReportName*	Incident Resolution
*R.ReportDescriptionLabel*	Expand this section to see a full description of this report and any applicable filter criteria
*R.ReportDescription*	This report provides the number of incidents as well as how many of them are past their target resolution time and the average time to resolution. The data can be grouped by Day, Week, Month, Quarter or Year.
*R.ReportGeneratedLabel*	Report generated
*R.StartEndDateLabel*	Start and end time
*R.DateFilterLabel*	Date filter
*R.SourceLabel*	Source
*R.PriorityLabel*	Priority
*R.StatusLabel*	Status
*R.GroupByLabel*	Report Series
*R.AggregationLabel*	Date Rollup
*R.StartEndDateFormat*	From {0} to {1}
*R.NoData*	No data
*C.GaugeTitleFormat*	{0}\% of incidents meet resolution time against the goal of {1}\%
*C.PieChartTitleFormat*	Incidents Past Target Resolution Time - Breakdown by '{0}'
*C.TrendChartTitle*	Incident Resolution
*C.TrendChartYAxisLabel*	Incidents
*C.Legend.MeetingResolutionTime*	Incidents Past Target Resolution Time \%
*T.TimeInterval*	Unit of Time (UTC)
*T.IncidentCount*	Incidents
*T.NotMetSLACount*	Incidents Past Target Resolution Time
*T.TimeInActive*	Avg. Time in Active Status (Hours)
*T.TimeInPending*	Avg. Time in Pending Status (Hours)
*T.TimeToResolution*	Avg. Time to Resolution (Hours)
*T.Minutes*	minutes
*P.A.Daily*	Daily
*P.A.Weekly*	Weekly
*P.A.Monthly*	Monthly
*P.A.Quarterly*	Quarterly
*P.A.Yearly*	Yearly
*P.DF.CreatedDate*	Created date
*P.DF.ResolvedDate*	Resolved Date
*P.DF.ClosedDate*	Closed date
*P.G.Queue*	Queue
*P.G.Classification*	Classification Category
*P.G.Service*	Service
*P.G.SupportGroup*	Support Group
*P.All*	(All)

Source Code:

<Report ID="ServiceManager.Report.IncidentManagement.IncidentSLA" Accessibility="Public" Target="Incident!System.WorkItem.Incident" Visible="true">

  <Dependencies>

    <Dimension>DWBase!UserDim</Dimension>

    <Dimension>IncidentDW!IncidentDim</Dimension>

    <DataWarehouseScript>ServiceManager.Report.IncidentManagement.Optimizations.Script</DataWarehouseScript>

    <DataWarehouseScript>ServiceManager.Report.IncidentManagement.SP.GetIncidentResolutionData.Script</DataWarehouseScript>

    <ReportResource>SMReportCommon!Report_Header_Potrait.png</ReportResource>

    <ReportResource>SMReportCommon!Report_Header_Landscape.png</ReportResource>

    <ReportResource>SMReportCommon!horizontal_line_gradient.png</ReportResource>

  </Dependencies>

  <ParameterBlock xmlns="http://schemas.microsoft.com/mom/reporting/2007/ReportParameterSettings" columns="3">

    <Controls>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.SingleValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="DateFilter">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.DateFilter</Prompt>

          </ReportParameter>

        </ReportParameters>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.SingleValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Aggregation">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Aggregation</Prompt>

          </ReportParameter>

        </ReportParameters>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.MultiValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Priority">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Priority</Prompt>

          </ReportParameter>

        </ReportParameters>

      </Control>

      <Control rowSpan="3" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.RelativeDatePickerValueEditor">

        <ReportParameters>

          <ReportParameter name="TimeZone" binding="TimeZone">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.TimeZone</Prompt>

          </ReportParameter>

          <ReportParameter name="TimeZoneName" binding="TimeZoneName"/>

          <ReportParameter name="StartDate_BaseType" binding="StartDate_BaseType"/>

          <ReportParameter name="StartDate_BaseValue" binding="StartDate_BaseValue">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.StartDate</Prompt>

          </ReportParameter>

          <ReportParameter name="StartDate_OffsetType" binding="StartDate_OffsetType"/>

          <ReportParameter name="StartDate_OffsetValue" binding="StartDate_OffsetValue"/>

          <ReportParameter name="EndDate_BaseType" binding="EndDate_BaseType"/>

          <ReportParameter name="EndDate_BaseValue" binding="EndDate_BaseValue">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.EndDate</Prompt>

          </ReportParameter>

          <ReportParameter name="EndDate_OffsetType" binding="EndDate_OffsetType"/>

          <ReportParameter name="EndDate_OffsetValue" binding="EndDate_OffsetValue"/>

        </ReportParameters>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.OutriggerPickerValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Source">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Source</Prompt>

          </ReportParameter>

        </ReportParameters>

        <Properties>

          <Property name="MinHeight">

            <Value>40</Value>

          </Property>

          <Property name="MinWidth">

            <Value>100</Value>

          </Property>

          <Property name="OutriggerTypeName">

            <Value>IncidentSource</Value>

          </Property>

          <Property name="OutriggerTypeMPName">

            <Value>ServiceManager.IncidentManagement.Library.Datawarehouse</Value>

          </Property>

          <Property name="OutriggerSelectAllValue">

            <Value>-1</Value>

          </Property>

        </Properties>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.OutriggerPickerValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Status">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Status</Prompt>

          </ReportParameter>

        </ReportParameters>

        <Properties>

          <Property name="MinHeight">

            <Value>40</Value>

          </Property>

          <Property name="MinWidth">

            <Value>100</Value>

          </Property>

          <Property name="OutriggerTypeName">

            <Value>IncidentStatus</Value>

          </Property>

          <Property name="OutriggerTypeMPName">

            <Value>ServiceManager.IncidentManagement.Library.Datawarehouse</Value>

          </Property>

          <Property name="OutriggerSelectAllValue">

            <Value>-1</Value>

          </Property>

        </Properties>

      </Control>

      <Control rowSpan="2" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.OutriggerPickerValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Impact">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Impact</Prompt>

          </ReportParameter>

        </ReportParameters>

        <Properties>

          <Property name="MinHeight">

            <Value>40</Value>

          </Property>

          <Property name="MinWidth">

            <Value>100</Value>

          </Property>

          <Property name="OutriggerTypeName">

            <Value>IncidentImpact</Value>

          </Property>

          <Property name="OutriggerTypeMPName">

            <Value>ServiceManager.IncidentManagement.Library.Datawarehouse</Value>

          </Property>

          <Property name="OutriggerSelectAllValue">

            <Value>-1</Value>

          </Property>

        </Properties>

      </Control>

      <Control rowSpan="1" columnSpan="1" type="Microsoft.SystemCenter.DataWarehouse.Report.ParameterControl.OutriggerPickerValueParameterEditor">

        <ReportParameters>

          <ReportParameter name="Urgency">

            <Prompt>ServiceManager.IncidentManagement.Report.Library!ReportParameter.Urgency</Prompt>

          </ReportParameter>

        </ReportParameters>

        <Properties>

          <Property name="MinHeight">

            <Value>40</Value>

          </Property>

          <Property name="MinWidth">

            <Value>100</Value>

          </Property>

          <Property name="OutriggerTypeName">

            <Value>IncidentUrgency</Value>

          </Property>

          <Property name="OutriggerTypeMPName">

            <Value>ServiceManager.IncidentManagement.Library.Datawarehouse</Value>

          </Property>

          <Property name="OutriggerSelectAllValue">

            <Value>-1</Value>

          </Property>

        </Properties>

      </Control>

    </Controls>

  </ParameterBlock>

  <ReportDefinition>ServiceManager.Report.IncidentManagement.IncidentSLA.ReportRdl</ReportDefinition>

  <ReportStrings>

    <ReportString ID="R.ReportName"/>

    <ReportString ID="R.ReportDescriptionLabel"/>

    <ReportString ID="R.ReportDescription"/>

    <ReportString ID="R.ReportGeneratedLabel"/>

    <ReportString ID="R.StartEndDateLabel"/>

    <ReportString ID="R.DateFilterLabel"/>

    <ReportString ID="R.SourceLabel"/>

    <ReportString ID="R.PriorityLabel"/>

    <ReportString ID="R.StatusLabel"/>

    <ReportString ID="R.GroupByLabel"/>

    <ReportString ID="R.AggregationLabel"/>

    <ReportString ID="R.StartEndDateFormat"/>

    <ReportString ID="R.NoData"/>

    <ReportString ID="C.GaugeTitleFormat"/>

    <ReportString ID="C.PieChartTitleFormat"/>

    <ReportString ID="C.TrendChartTitle"/>

    <ReportString ID="C.TrendChartYAxisLabel"/>

    <ReportString ID="C.Legend.MeetingResolutionTime"/>

    <ReportString ID="T.TimeInterval"/>

    <ReportString ID="T.IncidentCount"/>

    <ReportString ID="T.NotMetSLACount"/>

    <ReportString ID="T.TimeInActive"/>

    <ReportString ID="T.TimeInPending"/>

    <ReportString ID="T.TimeToResolution"/>

    <ReportString ID="T.Minutes"/>

    <ReportString ID="P.G.Queue"/>

    <ReportString ID="P.G.Classification"/>

    <ReportString ID="P.G.Service"/>

    <ReportString ID="P.G.SupportGroup"/>

    <ReportString ID="P.A.Daily"/>

    <ReportString ID="P.A.Weekly"/>

    <ReportString ID="P.A.Monthly"/>

    <ReportString ID="P.A.Quarterly"/>

    <ReportString ID="P.A.Yearly"/>

    <ReportString ID="P.DF.CreatedDate"/>

    <ReportString ID="P.DF.ResolvedDate"/>

    <ReportString ID="P.DF.ClosedDate"/>

    <ReportString ID="P.All"/>

  </ReportStrings>

</Report>