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This report analyzes the aging of the currently open service requests. Three metrics are tracked that may explain performance: the number of open service requests, call volume, and average resolution time during the past months.
All service requests are collected and stored in a memory list in the rptAllServiceRequests report section. Later, in the rptServiceRequestDetail section, the service requests are pulled from the list, grouped by status and severity, and displayed in detail. As the service requests are collected, calculations are made and values stored in arrays for use in the TimeOpen, OpenServiceRequests, NewServiceRequests, and ResolutionTime sections.
List storage, array storage, and calculations are accomplished in method overrides of the sifAllServiceRequests single input filter class. Table 31 shows the method overrides used for this class.
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