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Service Manager Analytics inconsistancies


dwalby
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Hi all,

Each month we're required to produce KPI statistics for the following monthly key service desk metrics:

  • No. of Incidents & Service Requests Logged
  • No. of Incidents & Service Requests Resolved
  • No. of Open Incidents & Service Requests (Recorded as of the last day, hour, minute of the month)

The problem I'm having is getting the number of open Incidents & Service Requests to correlate with the number logged and resolved. The results circled in red are those from April 2018 - unless my logic is incorrect the number of open Incidents and Service Requests for April should be: 

INC/SR - No. Open Per Month (End of March) = 652
+ INC/SR - No. Logged Per Month (April) = 1788
- INC/SR - No. Resolved Per Month TEST (April) = 1807

TOTAL = 633 

But as you can see the INC/SR - No. Open Per Month (End of April) is showing as 657.

image.thumb.png.a9de13af2d7624cf447d5eda1c4cbc1d.png

I've included some screenshots of the measures as they're currently setup. Does anyone have any suggestions or advice on how to troubleshoot this?

image.thumb.png.5c49ee8959ed06fcbec94fde45781e0a.png

image.thumb.png.7bf43fc9d7389f3e62d7cdf7974cdffc.png

image.thumb.png.8b44b05cb616899f697dd3faca36d27b.png

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Also, if I create a view within the request list to show all open incidents and service requests, the total open count this morning is showing 650 despite nothing being resolved between 30/04/18 11:59PM (when the measure finished) and now... So there's 7 incidents or services requests missing from the count captured in the measure.

So I've got 3 separate counts for open incidents and service requests:

633 by my calculations
657 by the No. of Open Incidents & Service Requests
650 by a custom view within the request list

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@dwalby 

a couple of thoughts

1. The measure is looking at all requests in the database that meets your requirements, when you create a request list view via the user app, it will only return results on the requests you have the rights to view - so just checking that there are not teams / services you are not a member of, or maybe requests which are not assigned to any team / service - not saying this is the issue but maybe worth ruling out?

2. In your date resolved example is it possible you have had any requests which have been re-opened once resolved? so back in an open status? maybe include additional clause to say status is resolved closed?

Just some thoughts 

Steve

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