Incidents › Edit an Incident › Track Incidents

Track Incidents

You can specify criteria to track incidents. The information that you specify provides your organization with metrics about incidents for reports. For example, you can indicate that an incident was assigned incorrectly. When a large percentage of incorrectly assigned incidents appears in a report, your organization is aware that assignments must be adjusted.

Note: Efficiency tracking options appear only when the efficiency_tracking Options Manager option is installed. For more information about installing efficiency_tracking, see the Administration Guide.

To track incidents

1. Open the Incident Detail page for the incident that you want to track information, and click the Efficiency Tracking tab.
2. Complete the following fields as appropriate:

   Resolvable at a Lower Level

   Flags incidents that are resolvable at a lower level.

   Incorrectly Assigned

   Flags incidents that are assigned incorrectly.

   Remote Control was Used

   Flags incidents in which remote control was used.

   Action

   Sets or resets the Actual Date/Time to the current date and time.

   Target

   Specifies the current Service Target. Service Targets measure whether the required service or repair is completed within the required time frame.

   Target Date/Time

   Specifies date and time when this Service Target is due. If the ticket is in a Hold status, this value is blank.

   Actual Date/Time

   Specifies the time when the target condition was met. If no value appears, the target condition has not been met.

   Time Left

   Specifies the amount of remaining time for the service target when the ticket is on hold. If the Service Target has been met, Time Left shows the unused time. A negative value indicates the amount of time that elapsed since the missed target date.

   Violation Cost

   Specifies the incurred cost when the service type time limit is violated.

   The incident is tracked using the options that you specified.