This report is part of a series. See .
Actions
- Supply results to app owners and service desk managers.
- If % of tickets which are critical or high priority rises (instead of declines) over time for any mission-critical applications, determine causes and target potential solutions.
- If number of tickets rises (instead of declines) over time for any retired or sunset applications, determine causes and target potential solutions.
- When cost model is complete, add cost to this report.
Data
REQUIRED
Tickets Master Data.Ticket Count
Tickets Master Data.Priority
Applications Master Data.Application Name (or ID)
Applications Master Data.Business Criticality
Applications Master Data.Application Lifecycle
USEFUL
Applications Master Data.Application Purpose
Applications Master Data.Application Business Owner
Build the report
BUILD REPORT TITLE
(top) Ribbon > Report > HTML.
In Edit Content window, paste:
<span style="font-size:x-large">Service Desk Ticket Trends</span>
BUILD KPI
(top) Ribbon > Report > KPI.
Select the newly added KPI.
(left) Project explorer > Tables > Tickets > Ticket Count: Drag to KPIs area in KPI Configuration panel.
BUILD DETAILS TABLE
(top) Ribbon > Report > Table.
Select newly added table.
(left) Project explorer > Tables > Tickets > Application ID: Drag to Rows area in AHCC panel.
(top) Ribbon > Data > Insert > Insert formula column.
Name: App Name
Enter formula: =Lookup(Tickets Master Data.Application ID, Applications Master Data,Application ID,Application Name)
(top) Ribbon > Data > Insert > Insert formula column.
Name: App Lifecycle
Enter formula: =Lookup(Tickets Master Data.Application ID, Applications Master Data,Application ID,Application Lifecycle)
(top) Ribbon > Data > Insert > Insert formula column.
Name: App Criticality
Enter formula: =Lookup(Tickets Master Data.Application ID, Applications Master Data,Application ID,Business Criticality)
(top) Ribbon > Data > Insert > Insert formula column.
Name: App Purpose
Enter formula: =Lookup(Tickets Master Data.Application ID, Applications Master Data,Application ID,Application Purpose)
(top) Ribbon > Data > Insert > Insert formula column.
Name: App Owner
Enter formula: =Lookup(Tickets Master Data.Application ID, Applications Master Data,Application ID,Application Business Owner)
In AHCC panel, if any items are in Values area, drag them to Rows area.
(left) Project explorer > Tables > Tickets > Ticket Count: Drag to Values area in AHCC panel.
Shift + Click each table column header (to highlight all columns at once).
Right-click any column header > Formatting > Freeze columns.
(left) Project explorer > Tables > Tickets > Priority: Drag to Columns area in AHCC panel.
Right-click table > Properties:
General > Name: Ticket Details.
General > Show header: Check box.
BUILD BAR CHART: TICKETS BY APP CRITICALITY
Right-click Ticket Details table > Copy to clipboard.
(bottom right) Report clipboard > Paste all.
Click and drag pasted table to any new location.
In AHCC panel, remove all items except App Criticality from Rows area.
In AHCC panel, drag Priority from Columns area to Rows area.
In AHCC panel, drag App Criticality from Rows area to Columns area.
(top) Ribbon > Ad hoc > Bar > Stacked bar.
Right-click chart > Properties:
Chart > Reverse order: Check box.
Chart > Color spec: Critical=#DE5B49;High=#E37B40;Medium=#F0CA4D;Low=#46B29D
General > Name: Ticket Count by App Criticality and Ticket Priority.
BUILD BAR CHART: TICKETS BY APP LIFECYCLE
Right-click Ticket Details table > Copy to clipboard.
(bottom right) Report clipboard > Paste all.
Click and drag pasted table to any new location.
In AHCC panel, remove all items except App Lifecycle from Rows area.
In AHCC panel, drag Priority from Columns area to Rows area.
In AHCC panel, drag App Lifecycle from Rows area to Columns area.
(top) Ribbon > Ad hoc > Bar > Stacked bar.
Right-click chart > Properties:
Chart > Reverse order: Check box.
Chart > Color spec: Critical=#DE5B49;High=#E37B40;Medium=#F0CA4D;Low=#46B29D
General > Name: Ticket Count by App Lifecycle Status and Ticket Priority.
ADD METRIC: CRITICAL AND HIGH PRIORITY TICKETS
(top) Ribbon > Home > New > Metric.
Metric name: Crit and High Tickets
Properties area > Model type: Calculated
Properties area > Value calculation: =If(Tickets Master Data.Priority IN ("Critical","High"),Tickets Master Data.Ticket Count,0)
(top) Ribbon > Home > Save.
BUILD LINE CHART: MISSION CRITICAL APPS
Right-click Ticket Details table > Copy to clipboard.
(bottom right) Report clipboard > Paste all.
Click and drag pasted table to any new location.
In AHCC panel, remove all items except App Name and App Criticality from Rows area.
In AHCC panel, drag App Criticality from Rows to Filters area.
In AHCC, panel, right-click App Criticality in Filters area > Edit filter.
(bottom left) Add a custom filter > Filter name: Mission Critical.
Uncheck all filter value boxes except Mission Critical.
In AHCC panel, remove Ticket Count from Values area.
In AHCC panel, remove Priority from Columns area.
(top) Ribbon > Data > Insert > Insert formula column.
Name: Crit and High Proportion
Enter formula: =Crit and High Tickets / (Tickets Master Data.Ticket Count) * 100
(left) Project explorer > Time > Months (Yr): Drag to Columns area in AHCC panel.
(top) Ad hoc > Line.
Right-click chart > Properties:
General > Name: Mission Critical Apps: % of Tickets Which are Critical or High Priority
Chart > Chart number format: ##
Chart > Chart number suffix: %
BUILD LINE CHART: RETIRED AND SUNSET APPS
Right-click Ticket Details table > Copy to clipboard.
(bottom right) Report clipboard > Paste all.
Click and drag pasted table to any new location.
In AHCC panel, remove all items except App Name and App Lifecycle from Rows area.
In AHCC panel, remove Priority from Columns area.
In AHCC panel, drag App Lifecycle from Rows to Filters area.
In AHCC panel, right-click App Lifecycle in Filters area > Edit filter.
(bottom left) Add a custom filter > Filter name: Retired.
(bottom left) Add a custom filter > Filter name: Sunset.
Uncheck all filter value boxes except Retired and Sunset.
(left) Project explorer > Time > Months (Yr): Drag to Columns area in AHCC panel.
(top) Ad hoc > Line.
Right-click chart > Properties:
General > Name: Retired & Sunset Apps: Ticket Count Per App