Criteria Options for Rules and Reports
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Contents [hide]
- 1. Criteria Options for Rules and Reports
- 1.1 Queue Folder Options
- 1.2 Time Statistics Options
- 1.3 Priority Options
- 1.4 Service Statistics Options
- 1.5 User Satisfaction Options
- 1.6 Requester Options
- 1.7 Support Rep Options
- 1.8 Alerts Options
- 1.9 Memo Options
- 1.10 Reminder Options
- 1.11 Appointment/Meeting Options
- 1.12 Service Request Options
- 1.13 Purchase Request Options
Criteria Options for Rules and Reports
Queue Folder Options
The following table lists Queue Folder options:
| Options | Description | Example |
| Queue | The name of the queue folder | |
| Default Begin State | When creating a queue, you have the option of setting the default wait state for request in that queue. That state is referenced here. | A dispatcher places a request in a queue that sets the wait state to suspended by default. |
| Allowed Status | Available status may be limited based on queue. This is a list of allowed statuses | |
| Assigned to Rep | Names of users with the Support Rep role on this queue | |
| Assigned to Team | Names of teams with the Support Rep role on this queue |
Time Statistics Options
The following table lists Time Statistics options.
| Options | Description | Example |
| Time Logged | The Date and Time for when the request was logged | |
| Time Dispatched | The Date and Time for when the request was sent from a Dispatch folder to a Queue folder | |
| Time Due | The “Due By” date and time for the request | |
| Time Closed | The Date and Time for when the request was Closed | |
| Time Scheduled | The Date and Time for when the request is scheduled to become active again | |
| Time State Changed | The Date and Time when any of the Main Tab Properties were last changed | If a Support Rep changes the priority of a request, moves the request to a different queue and saves the request; the Date and Time will be recorded as the “Time State Changed". |
Priority Options
The following table lists Priority options.
| Options | Description | Example |
| Stated Urgency | Urgency specified by the requester. | A user who is unable to print a document can open a request and set the Urgency level to "High". |
| Assigned Priority | The priority initially specified by a Privileged user. | A dispatcher may set the priority of a request to "Critical" if the issue is affecting multiple people. Upon further investigation, the priority could be dropped to "Medium" by a support rep. The assigned priority would then be "Critical". |
| Current Priority | Represents the last priority that was set. | A request priority may change many times during its lifecycle. |
| Current Time in Current Priority | Tracks time the request has stayed in the Current Priority in business seconds, starting from the last time priority was switched | This timer is paused whenever the request switches from ‘ASAP’ to ‘Suspended’, ‘Scheduled’, or ‘WFR’ wait states. The timer resumes when the request is switched back to ASAP. |
Service Statistics Options
The following table lists Service Statistics options. The options are organized into subcategories.
| Options | Description | Example |
| Request Originated By | How the request originated | A user calls in a Support Rep, and the Rep logs a request on their behalf. This request originated from a Support Rep using the Desktop Client. |
| Resolved on First Call | A field for when a request was resolved on the first call. This is automatically set on requests that are open and closed in one step, but can be set when a support rep closes a request. | A user calls in saying they forgot their password. A support rep opens a request, resets the password, and closes the request. The "Resolved on First Call" flag for this request is set to "True". |
| Last Queue Name | The name of the queue folder within which the request last resided. | If a request is placed in the Tech Support queue and then moved to the Asset Management queue, the Last Queue Name is “Tech Support.” |
| Last Owned By (Rep) | The name of the support rep who was the previous owner of this request. | If a request is under the ownership of Mike, is escalated, and then placed under the ownership of Wendy, then "Last Owned By" will be equal to Mike. |
| Request Closed By | The type of user that closed this request. This will be equal to End User, Priv. User, or Business Rule. | |
| Request Responsibility | The name of the user responsible for the request | |
| Total | ||
| Time in Service | The total time the request has been in all "In Services." | If a request was in Marco's service for 5 minutes and Chris' for 5 minutes, the Total Time in Service is 10 Minutes. |
| Time in Queue | The total time the request has been in all "Queues." | If a request was in the Tech Support queue for 5 minutes and the Tech Level 2 queue for another 5 minutes, the Total Time in Queue is 10 Minutes. |
| Time in Dispatch | The total time the request has been "In Dispatch." | If a request originally sat In Dispatch for 5 minutes, was picked up and worked on by a rep, and placed back In Dispatch, the Total Time In Dispatch will be the previous 5 minutes plus the amount of time it has currently spent In Dispatch. |
| Time Active | The total time the request has been open minus any time the request was suspended, scheduled, or waiting for response. | A request is logged at 4:00 pm and suspended at 4:30 pm. The Total Time Active as of 5:00 pm is 30 minutes. |
| Time Open | The total time the request has been open including any time the request was suspended, scheduled, or waiting for response. | A request is logged at 4:00 pm and suspended at 4:30 pm. The Total Time Active as of 5:00 pm is 1 hour. |
| Time in Suspense | The total time the request has been "Suspended" or "Scheduled." | You schedule a request to become active at the same time tomorrow. The next day, the request becomes active. You then decided to schedule the request for 2 days from now. When the request becomes active, it will have a Total Time in Suspense of 3 days. |
| Time Waiting For Response | The total time the request has been "Waiting for Response." | You schedule a request to Waiting For Response. The next day, the requester updates the request and it becomes active. You send them a reply and set the request to Waiting for Response again. When the requester updates the request and it becomes active, it will have a Total Time Waiting for response of 3 days. |
| Hours Worked | The total time the request has been worked on by a support reps. | A dispatcher takes 10 minutes to update and dispatch a request. The request is updated by a support rep who works on the request for 50 minutes before closing it. The request's Total Hours Worked is 1 hour. |
| Total Costs | The cost of each support rep that worked on this request multiplied by their time worked on the request. | A support rep (who has a cost of $10) updates a request for 1 hour. Another support rep (who also has a cost of $10) works on the request for 2 hours. The totals cost is $30. |
| Total Charges | Charges reflect the time spent on a memo multiplied by the support rep's charge rate for that time code. This field will show the total charges for all of the memo entries done by support reps. | A support rep (who charges $20 for time code 1 and $30 for time code 2) updates a request for 1 hour under time code 1. Another support rep with the same charges works on the request for 2 hours under time code 2. The totals cost is $80. |
| First Times | ||
| Time To Dispatch | Amount of time between when the request was logged and when it was first placed In Dispatch. | |
| Time To Queue | Amount of time between when the request was logged and when it was first placed In Queue. | If you want to report on how long it took for a request to be dispatched to a queue, set the criteria on this field. |
| Time To Service | Amount of time between when the request was logged and when it was first placed In Service. | If you want to ensure that requests are being responded to within 10 minutes, create a rule to notify you if this field is greater than 10 minutes. This is ideal for response SLAs. |
| Time To First Memo By Support Rep | Amount of time between when the request was logged and when it was first updated by a support rep regardless of the request's location. | A request arrives in dispatch. After 5 minutes, a support rep forwards the request to a queue. After 10 minutes, the request is updated by a rep and routed to his in service. After another 5 minutes, a support rep updates the request. This field would state 5 minutes. This is used for a response SLA if you consider the first update to be the first response. |
| Time To First Memo In Queue | Amount of time between when the request was logged and when it was first updated by a support rep. This applies to the only the first update when the request is in queue. | A request arrives in dispatch. After 5 minutes, a support rep forwards the request to a queue. After 10 minutes, the request is updated by a rep and routed to his in service. After another 5 minutes, a support rep updates the request. This field would state 15 minutes. This is used for a response SLA if you consider the first routing to a queue to be the first response. |
| Time To Move From Queue To Service | Amount of time between when the request was logged and when it was moved from its first queue to a support rep's service. | A request is placed in the Tech Level 1 queue. It is picked up by a support rep who moves the request to his "In Service." He attempts to resolve this issue, but then needs to route it to the Tech Level 2 queue where it is picked up by another support rep. This will record the amount of time the request was in the Tech Level 1 queue before it was moved the first rep's service. |
| Time To Update In Service | Amount of time between when the request was logged and when it was first updated by a support rep. This applies to only the first update when the request is in service. | A request arrives in dispatch. After 5 minutes, a support rep forwards the request to a queue. After 10 minutes, The request is updated by a rep and routed to his in service. After another 5 minutes, a support rep updates the request. This field would state 20 minutes. This is used for a response SLA if you consider the first time the request is placed in service to be the first response. |
| Current | ||
| Time In Queue | Amount of time the request was in its last queue. | A request is placed in the Tech Level 1 queue. It is picked up by a support rep who moves the request to his "In Service." He attempts to resolve this issue, but then needs to route it to the Tech Level 2 queue where it is picked up by another support rep. This will note how long the request was in the Tech Level 2 queue. |
| Time In Service | Amount of time the request was in its most recent Support Rep Service. | A request is placed in the Tech Level 1 queue. It is picked up by a support rep who moves the request to his "In Service." He attempts to resolve this issue, but then needs to route it to the Tech Level 2 queue where it is picked up by another support rep. This will note how long the request was in their service of the second support rep. |
| Time Since Update By User | Amount of time since a support rep last touched a request. | If you want to be informed when a support rep has not updated a request in two days, create a business rule that checks if this field is greater than 2 days. |
| Time In Waiting for Response | Amount of time the request has most recently been waiting for response. | You schedule a request to Waiting For Response. The next day, the requester updates the request and it becomes active. You send them a reply and set the request to Waiting for Response again. When the requester updates the request 2 days later and it becomes active, this field will indicate 2 days and not include any prior waiting time. |
| Time In Suspense | Amount of time the request has most recently been suspended or scheduled. | You schedule a request to become active at the same time tomorrow. The next day, the request becomes active. You then decided to schedule the request for 2 days from now. When the request becomes active, this field will indicate 2 days and not include any prior suspended time. |
| Time In Dispatch | Amount of time since the request was last placed in dispatch. | A request is placed in dispatch and is eventually dispatched to a support rep. This rep eventually works on the request and closes it. The requester feels this is not resolved and reopens the request having it once again land in dispatch. Reporting on this field will tell you how long it's been in dispatch since the requester re-opened it. |
User Satisfaction Options
The following table lists User Satisfaction options.| Options | Description | Example |
| Timeliness | A range from Unrated to Excellent representing the requesters view on how quickly the resolution was received. | A requester who feels that a request was resolved very quickly would set the timeliness to “Excellent.” |
| Quality | A range from Unrated to Excellent representing the quality of work from the requester’s perspective. | A requester feels that the support member did not communicate the resolution in a manner that was easily understood may rate quality as “Low.” |
Requester Options
The following table lists Requester options.| Options | Description | Example |
| Requester Name | The name of the user requesting assistance. This name must be unique; that means there cannot be another user with this name in the database. | Mary logs a request for help with her printer. Mary is the requester. NOTE: This name appears in brackets when a Requester Display Name, as shown below, is also available. For it to appear in brackets, the names must be different from each other. |
| Requester Display Name | This name appears in various places in ServicePRO: - Request Properties - Memo - Workflow fields - requests - Update User - User Properties It is not necessary for this name to be unique. | The User Peter Adams also has a Requester Display Name, "Pete". Peter Adams is the "Requester Name,¨ and Pete is the "Requester Display Name¨. The name appears in ServicePRO as: -Pete (Peter Adams). NOTE: The Requester Name, above, is in brackets, if it differs from the Requester Display Name. NOTE: If there is no Requester Display Name (as entered in the Display Name field in the User Update window), then only the Requester Name, above, displays. |
| Requester Company | The company of the user requesting assistance. | |
| Requester Organizational Unit | The Organizational Unit of the user requesting assistance. | |
| Is Support Rep | A requester who is also a privileged user. | If Bob (tech) logs a request, he is the requester and also a support member. This is useful when looking for all tickets where the requester is your support staff. |
| Requester Location | The location of the user who is requesting assistance. | |
| Requester ID | The workstation ID of the user requesting assistance. | |
| Requester Telephone | The telephone number of the user requesting assistance. | |
| Requester Extension | The extension number of the user requesting assistance. | |
| Requester Email Address | The email address of the use requesting assistance. | |
| Requester Fax Name | The Fax number of the user requesting assistance. | |
| Requester IP Address | The IP address of the user requesting assistance. |
Support Rep Options
The following table lists Support Rep Options.| Options | Description | Example |
| Support Rep Name | The name of the support rep servicing the request. | |
| Support Rep Telephone | The telephone number of the support rep servicing the request. | |
| Support Rep Extension | The extension number of a support rep. | |
| Support Rep Email Address | The email address of a support rep. | |
| Support Rep Fax | The Fax number of the support rep servicing a request. |
Alerts Options
The following table lists Alerts options.| Options | Description | Example |
| Event Type | An event that will trigger an alert. | |
| Event Time | The time at which the alert was triggered. | |
| User to be Notified | The Privileged user who received the alert. |
Memo Options
The following table lists Memo options.| Options | Description | Example |
| All Memo | ||
| Memo Time Logged | The time in which a memo was logged. | |
| Memo Author | The author of the memo. | If Chris enters a memo into a request, the author for the memo would be Chris. |
| Date Worked | The date and time work was performed. | A user can enter a memo selecting an earlier date as the date work was performed. An example of this is when you create a request after you complete a task in another location. |
| Hours Worked | The total duration of a memo. | Mary is working on an incident for a total of 1 hour. While working on the issue, she has a related request opened in update mode. When she saves the update, the time worked be recorded as 1 hour. |
| Time Code | Options 1 –3 reflecting individual charge rates. | |
| Costs | The total cost to support an incident. | |
| Charges | The total billable amount for a memo entry. | |
| Trace | An entry signifying a change or action made within a service request. | |
| Memo | A means of recording the action taken regarding an incident or problem. | |
| Manual Time Entry | This indicates if the time worked on the memo was manually entered. | |
| Last Memo | ||
| Last Memo Time Logged | The time in which a memo was logged. | |
| Last Memo Author | The author of the memo. | If Chris enters a memo into a request, the author for the memo would be Chris. |
| Last Memo Date Worked | The date and time work was performed. | A user can enter a memo selecting an earlier date as the date work was performed. An example of this is when you create a request after you complete a task in another location. |
| Last Memo Hours Worked | The total duration of a memo. | Mary is working on an incident for a total of 1 hour. While working on the issue, she has a related request opened in update mode. When she saves the update, the time worked be recorded as 1 hour. |
| Last Memo Time Code | Options 1 –3 reflecting individual charge rates. | |
| Last Memo Costs | The total cost to support an incident. | |
| Last Memo Charges | The total billable amount for a memo entry. | |
| Last Memo Trace | An entry signifying a change or action made within a service request. | |
| Last Memo | A means of recording the action taken regarding an incident or problem. | |
| Last Memo Manual Time Entry | This indicates if the time worked on the memo was manually entered |
Reminder Options
The following table lists Reminder options.| Options | Description | Example |
| Time Scheduled | The time a reminder was scheduled to activate. | |
| Reminder Set By | The privileged user who created the reminder. | |
| Reminder Set for | The privileged user who receives the reminder. | |
| Dismiss | Dismissing a reminder will stop it from notifying you. |
Appointment/Meeting Options
The following table lists Appointment options.| Options | Description | Example |
| Start Time | The time an appointment is set to start | |
| User | The user who set the appointment. | |
| Subject | The subject of the appointment. | |
| Memo | The memo entry explaining the reason for the appointment. |
Service Request Options
The following table lists Service Request Options.| Options | Description | Example |
| Category | Used to aid in the description of the specified incident. | When opening a request regarding a printer issue, Rita should select the "printer" category. |
| Asset | The item linked to the specified incident. | Rita opens a request because her sales software in not working. It’s best she associates the software with a request via the Item field. |
| Workstation | The computer linked to specified incident. | Rita opens a request because her computer will not start. It’s best she associates her workstation with a request via the Item field. |
| Service Request Type | The type of request used for an incident. | Rita opens a "Tech Support" request for her printer issue. |
Purchase Request Options
The following table lists Purchase Request options.| Options | Description | Example |
| Product | The item being requested | |
| Quantity | The number of one particular item. | |
| Approval Status | The current approval status. This can be defined as:
- On approval - Declined - Partially approved - Pending - Received - Ordered | |
| Approved Quantity | The approved number of items. | |
| Approver | The privileged user who approved the purchase. | A purchase request is sent to Jill, a manager who can approve purchases. |
| Allocated to User | Item assigned to an individual. | |
| Allocated to Company | Items assigned to a company. | |
| Allocated to Organizational Unit | Items assigned to a Organizational Unit. | |
| Allocated to Asset | Item allocated to another item. | |
| PO# | The given purchase order number. | |
| Purchase Request Type | The type of purchase request used for the transaction. |