Bookshelf v7.5.3: Service Request Performance Report (Service Request Aging Analysis)

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.

Data Collection and Calculation

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.

rptAllServiceRequests

List storage, array storage, and calculations are accomplished in method overrides of the sifAllServiceRequests single input filter class. Table 36 shows the method overrides used for this class.

Table 36. Method Overrides for rptAllServiceRequests
Method	Scope	Comment
Fetch	sifAllServiceRequests	Stores a list of data rows for all Service Requests.
GetTimeOpenData	sifAllServiceRequests	Ignores closed service requests. Calculates time in days the service request was open. Categorizes the service request based on how many weeks it was open. Adds to the running count and total resolution time of service requests severity. Tracks high and low resolution times for severity.
GaetOpenSRData	sifAllServiceRequests	Calculates call volume by month and severity.
GetNewSRData	sifAllServiceRequests	Counts service requests that are less than six months old.
GetAverageResolutionTimeData	sifAllServiceRequests	Determines average resolution time by month and severity.