Analyzing Service Request Trends
This section describes how to use the charts on the Incidents dashboard to analyze service request trends, as explained in the following sections:
Created vs. Closed Incidents Chart
Location: On the Incidents Dashboard view (
) at Customer and Service Level. For information on how to access the Incidents
Dashboard view, see Accessing the Incidents Dashboard.
The Created vs. Closed Incidents chart provides an overview of the number of service requests that have been created or closed in the last 30 days. Select the Production Only check box to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows a breakdown of service requests that have been created or closed in the last 30 days. Click the legend items to control the information subject to the report.
Click the Open Table View icon (
) in the lower right corner of the chart to open the Created vs. Closed Incidents table view in expanded mode.
Table View: The table view lists detailed records for all service requests, open and closed, for all your organization's services, as explained in Using the Chart Table View.
Created vs. Closed Trend Chart
Location: On the Incidents Chart view (
) at Customer and Service Level. The Created vs. Closed Trend chart is
displayed by default. For information on how to access the Incidents Chart
view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created vs. Closed Trend chart shows the trend in the number of service requests created or closed over the specified time interval:
-
the last year
-
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows a breakdown of the service requests created or closed over the specified time interval.
Click the Open Table View icon () in the lower right corner of the chart to open the Created vs. Closed Trend table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Prod vs. Non Prod Trend Chart
Location: On the Incidents Chart view () at Customer and Service Level. Click the Personalize charts icon
(
) to open the Personalize list. In the Trend section, select
Prod vs. Non Prod Trend, then click Apply. For information on how to
access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Prod vs. Non Prod Trend chart shows the trend in the number of service requests that have been created over the specified time interval for both your organization's production and nonproduction environments:
-
the last year
-
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.
The environment filter does not apply to this report.
Chart View: The chart view shows the distribution of the service requests that have been created over the specified time interval between your organization's production and nonproduction environments.
Click the Open Table View icon () in the lower right corner of the chart to open the Prod vs. Non Prod Trend table view in expanded mode.
Table View: The table view lists detailed records for all the service requests associated with your organization's services, over the specified time interval, as explained in Using the Chart Table View.
Created vs Closed Product Support Trend Chart
Location: On the Incidents Chart view () at Customer and Service Level. Click the Personalize charts icon
() to open the Personalize list. In the Trend section, select
Created vs Closed Product Support Trend, then click Apply. For
information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created vs Closed Product Support Trend chart shows the trend in the number of Product Support service requests, which have been created or closed over the specified time interval:
-
the last year
-
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows a breakdown of the Product Support service requests created or closed over the specified time interval, and the average time required for resolution for all the Product Support service requests that have been closed in each month over the specified time interval.
Click the Open Table View icon () in the lower right corner of the chart to open the Created vs Closed Product Support Trend table view in expanded mode.
Table View: The table view lists detailed records for all the Product Support service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Created vs Closed CEMLI Trend Chart
Location: On the Incidents Chart view () at Customer and Service Level. Click the Personalize charts icon
() to open the Personalize list. In the Trend section, select
Created vs Closed CEMLI Trend, then click Apply. For information on
how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created vs Closed CEMLI Trend chart shows the trend in the number of service requests belonging to the Oracle Managed Cloud product family in My Oracle Support, defined for a component containing CEMLI, which have been created or closed over the specified time interval:
-
the last year
-
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows a breakdown of the CEMLI service requests created or closed over the specified time interval, and the average time required for resolution for all the CEMLI service requests that have been closed in each month over the specified time interval.
Click the Open Table View icon () in the lower right corner of the chart to open the Created vs Closed CEMLI Trend table view in expanded mode.
Table View: The table view lists detailed records for all the CEMLI service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Created vs Closed Managed Cloud Trend Chart
Location: On the Incidents Chart view () at Customer and Service Level. Click the Personalize charts icon
() to open the Personalize list. In the Trend section, select
Created vs Closed Managed Cloud Trend, then click Apply. For
information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created vs Closed Managed Cloud Trend chart shows the trend in the number of Managed Cloud service requests belonging to the Oracle Managed Cloud product family in My Oracle Support, with the exception of service requests created for CEMLI, Functional Service Desk and SaaS Operations components, which have been created or closed over the specified time interval:
-
the last year
-
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows a breakdown of the Managed Cloud service requests created or closed over the specified time interval, and the average time required for resolution for all the Managed Cloud service requests that have been closed in each month over the specified time interval.
Click the Open Table View icon () in the lower right corner of the chart to open the Created vs Closed Managed Cloud Trend table view in expanded mode.
Table View: The table view lists detailed records for all the Managed Cloud service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Created vs Closed Functional Service Desk Trend Chart
Location: On the Incidents Chart view () at Customer and Service Level. Click the Personalize charts icon
() to open the Personalize list. In the Trend section, select
Created vs Closed Functional Service Desk Trend, then click Apply.
For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created vs Closed Functional Service Desk Trend chart shows the trend in the number of service requests created for the Oracle Functional Service Desk product description in My Oracle Support, which have been created or closed over the specified time interval:
-
the last year
-
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view shows a breakdown of the Functional Service Desk service requests created or closed over the specified time interval, and the average time required for resolution for all the Functional Service Desk service requests that have been closed in each month over the specified time interval.
Click the Open Table View icon () in the lower right corner of the chart to open the Created vs Closed Functional Service Desk Trend table view in expanded mode.
Table View: The table view lists detailed records for all the Functional Service Desk service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Created Product Support by Severity Trend
Location: On the Incidents Chart view (
) at Customer and Service Level. Click the Personalize charts icon (
) to open the Personalize list. In the Trend section, select Created Product Support by Severity Trend, then click Apply. For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created Product Support by Severity Trend chart shows the trend in the number of service requests for the Product Support category, grouped by severity, which have been created or closed over the specified time interval:
-
the last year
-
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view provides an overview of the number of Product Support service requests that have been created over the specified time interval, divided by severity, as defined in My Oracle Support:
-
1-Critical
-
2-Significant
-
3-Standard
-
4-Minimal
Click the Open Table View icon () in the lower right corner of the chart to open the Created Product Support by Severity Trend table view in expanded mode.
Table View: The table view lists detailed records for all the Product Support service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.
Created Managed Cloud by Severity Trend
Location: On the Incidents Chart view () at Customer and Service Level. Click the Personalize charts icon
() to open the Personalize list. In the Trend section, select
Created vs Closed Functional Service Desk Trend, then click Apply.
For information on how to access the Incidents Chart view, see Accessing the Incidents Dashboard and Navigating the Incidents Dashboard.
The Created Managed Cloud by Severity Trend chart shows the trend in the number of service requests for the Managed Cloud category, grouped by severity, which have been created or closed over the specified time interval:
-
the last year
-
any of the last 12 months
By default, this report shows data for three months prior to the current month. The reporting period can be changed from both the chart and the table view. To define a custom reporting period, click the page time selector in the upper right corner or the widget time selector above the chart, as explained in the Generating Reports for Different Time Periods section in Working with Oracle Pulse.
Use the environment filter to further customize your data, as explained in Filtering Records by Environment Type.
Chart View: The chart view provides an overview of the number of Managed Cloud service requests that have been created over the specified time interval, divided by severity, as defined in My Oracle Support:
-
1-Critical
-
2-Significant
-
3-Standard
-
4-Minimal
Click the Open Table View icon () in the lower right corner of the chart to open the Created vs Closed Functional Service Desk Trend table view in expanded mode.
Table View: The table view lists detailed records for all the Functional Service Desk service requests associated with your organization's services, which have been created or closed over the specified time interval, as explained in Using the Chart Table View.