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Helpdesk Service Reports (HCM)
This page documents the shipped Service Reports screen under Help Desk (hcm-helpdesk). It shows whether the HR helpdesk keeps its promises. Only helpdesk agents and administrators can open the figures. Not for plugin developers.
The tiles and the two sentences
- Open tickets: every ticket that is not a draft, resolved, closed or cancelled.
- Past their due time: open tickets whose SLA status is overdue.
- Resolved, last 30 days and SLA met, 90 days (%): of the tickets resolved in the last 90 days that had a due time, the share resolved on or before it.
- The first sentence adds how many tickets that is, and the average of the 1 to 5 ratings employees gave. The second counts published knowledge articles, the share of votes that say an article helped, and how many tickets were raised after a suggested article was shown.
The charts
| Chart | What it shows |
|---|---|
| Tickets raised and resolved | Per month for 12 months |
| First response and resolution time | Average hours per month, by the month the ticket was raised. A month with nothing answered or resolved yet is left off the end, so the line does not fall to zero |
| Tickets by category | The 8 busiest categories, drafts left out |
| Tickets by status | Where every ticket stands now |
| Open tickets by age | Days since submission, in bands up to 2, 3 to 7, 8 to 14, 15 to 30 and over 30 days |
| SLA met by category | The 8 categories furthest below their due times, so the ones to act on come first |
| Rating by category | Average rating |
| Open tickets per agent | Who holds the open tickets now |
| Where tickets outnumber answers | Per category: tickets in the last 90 days beside the published articles and FAQs. A tall ticket bar next to a short answer bar is a gap worth writing for |
| Most useful articles and FAQs | By how many people said they helped |
The desk selector in the header switches every figure between the HR, IT and Facility desks.
Due times come from each category's SLA settings (working days, with the clock paused while the ticket waits for the employee). If a holiday calendar number is set in the helpdesk settings, that calendar's public holidays count as closed days too; with none set, only weekends are skipped. On a phone the cards stack one per row.
Related
Articles and FAQs over time
Every edit of an article or FAQ keeps the earlier text as a version (an administrator can list them), and the admin list shows the current version number.