Service Request Dashboard
CSM provides an OOTB Service Request Dashboard that intuitively organizes your critical Request metrics into a single, real-time, at-a-glance Request control panel.
Note: Request metrics are also found on other OOTB Dashboards (ex: Global IT and Executive).
The following table describes the items on the Dashboard.
| Item | Description | Widget Type | Widget Name | Widget Uses: |
|---|---|---|---|---|
| Total Open Requests | Number of Open Requests (Status does NOT = Closed or Reopened). | Text Gauge | Total Open Requests | Open Requests Search Group |
| Pending Requests | Number of Reopened Requests (Status = Pending). | Text Gauge | Current Pending Requests | Pending Requests Search Group |
| Open Overdue Requests | Number of Open Requests (Status does NOT = Closed or Reopened) that have not been resolved by the SLA deadline. | Text Gauge | Current Overdue Requests | Open Overdue Search Group |
| Open VIP Requests | Number of Open Requests (Status does not = Closed or Reopened) initiated by a VIP Customer. | Text Gauge | Total Open VIP Requests | Total Open VIP Requests Search Group |
| Unowned Requests | Number of Open Requests (Status does NOT = Resolved or Closed) that have an empty Ownership field. | Text Gauge | Unowned Requests | Unowned Requests Search Group |
| Reopened Requests | Number of Reopened Requests (Status = Reopened). | Text Gauge | Total Reopened Requests | Re-Opened Requests Search Group |
| Open Requests by Category | Percentage of Open Requests (Status does NOT = Closed or Reopened) by Service Category. | Pie Chart | Requests by Category | Open Requests Search Group |
| Open Requests in Lifecycle | Percentage of Open Requests (Status does NOT = Closed or Reopened) by Status. | Pipeline Chart | Request Lifecycle Distribution | Open Requests Search Group |