Request Insights not showing

[Alisha]

Good morning,

Requests Insights are not showing on some of our Resolved/Closed requests. Do we need to do something to make them show?

Many thanks,
Alisha

[James Ainsworth]

Hi Alisha,

It this an old request?  Was it resolved and closed prior to the availability of the Request Insights?

[Alisha]

Hi @James Ainsworth,

We have some requests that were logged and resolved on 26th January that are showing 'No data to display' in the Request Insights.

Many thanks,
Alisha

[James Ainsworth]

Hi Alisha,

I believe that the Insights tracks time based on the default Working Time Calendar.  If the changes that are tracked all take place outside of the set working time, it is possible that they don't show.  There are some options being looked at on how to present the information in different ways.

To confirm if this is the case, you may want to raise a request with Hornbill support.

[Alisha]

Hi @James Ainsworth.

Thanks for the explanation, it does appear to be as you suggest. We would need it to be 24/7, however, as our Service Desk hours are longer than the standard Working Time Calendar, and we often have requests resolved out of hours as well. Please could we request this to cover all hours?

Many thanks,
Alisha

[James Ainsworth]

Hi Alisha,

That's great that there is now an understanding of why you are not seeing the data.  On the initial release of the Request Insights, it was planned to look at the default Working Time Calendar.  There is more work being done to extend the Request Insights feature, and the Working Time Calendar will be part of this work.