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Criteria Options for Rules and Reports

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Criteria Options for Rules and Reports

Queue Folder Options

The following table lists Queue Folder options:

OptionsDescription Example
QueueThe name of the queue folder 
Default Begin StateWhen creating a queue, you have the option of setting the default wait state for request in that queue. That state is referenced here.A dispatcher places a request in a queue that sets the wait state to suspended by default.
Allowed StatusAvailable status may be limited based on queue. This is a list of allowed statuses 
Assigned to RepNames of users with the Support Rep role on this queue 
Assigned to TeamNames of teams with the Support Rep role on this queue 

Time Statistics Options

The following table lists Time Statistics options.

OptionsDescription Example
Time LoggedThe Date and Time for when the request was logged 
Time DispatchedThe Date and Time for when the request was sent from a Dispatch folder to a Queue folder 
Time DueThe “Due By” date and time for the request 
Time ClosedThe Date and Time for when the request was Closed 
Time ScheduledThe Date and Time for when the request is scheduled to become active again 
Time State ChangedThe Date and Time when any of the Main Tab Properties were last changedIf a Support Rep changes the priority of a request, moves the request to a different queue and saves the request; the Date and Time will be recorded as the “Time State Changed".

Priority Options

The following table lists Priority options.

OptionsDescription Example
Stated UrgencyUrgency specified by the requester.A user who is unable to print a document can open a request and set the Urgency level to "High".
Assigned PriorityThe priority initially specified by a Privileged user.A dispatcher may set the priority of a request to "Critical" if the issue is affecting multiple people. Upon further investigation, the priority could be dropped to "Medium" by a support rep. The assigned priority would then be "Critical".
Current PriorityRepresents the last priority that was set.A request priority may change many times during its lifecycle.
Current Time in Current PriorityTracks time the request has stayed in the Current Priority in business seconds, starting from the last time priority was switchedThis timer is paused whenever the request switches from ‘ASAP’ to ‘Suspended’, ‘Scheduled’, or ‘WFR’ wait states. The timer resumes when the request is switched back to ASAP.

Service Statistics Options

The following table lists Service Statistics options. The options are organized into subcategories.

OptionsDescription Example
Request Originated ByHow the request originatedA user calls in a Support Rep, and the Rep logs a request on their behalf. This request originated from a Support Rep using the Desktop Client.
Resolved on First CallA field for when a request was resolved on the first call. This is automatically set on requests that are open and closed in one step, but can be set when a support rep closes a request.A user calls in saying they forgot their password. A support rep opens a request, resets the password, and closes the request. The "Resolved on First Call" flag for this request is set to "True".
Last Queue NameThe name of the queue folder within which the request last resided.If a request is placed in the Tech Support queue and then moved to the Asset Management queue, the Last Queue Name is “Tech Support.”
Last Owned By (Rep)The name of the support rep who was the previous owner of this request.If a request is under the ownership of Mike, is escalated, and then placed under the ownership of Wendy, then "Last Owned By" will be equal to Mike.
Request Closed ByThe type of user that closed this request. This will be equal to End User, Priv. User, or Business Rule. 
Request ResponsibilityThe name of the user responsible for the request 
Total
Time in ServiceThe total time the request has been in all "In Services."If a request was in Marco's service for 5 minutes and Chris' for 5 minutes, the Total Time in Service is 10 Minutes.
Time in QueueThe total time the request has been in all "Queues."If a request was in the Tech Support queue for 5 minutes and the Tech Level 2 queue for another 5 minutes, the Total Time in Queue is 10 Minutes.
Time in DispatchThe total time the request has been "In Dispatch."If a request originally sat In Dispatch for 5 minutes, was picked up and worked on by a rep, and placed back In Dispatch, the Total Time In Dispatch will be the previous 5 minutes plus the amount of time it has currently spent In Dispatch.
Time ActiveThe total time the request has been open minus any time the request was suspended, scheduled, or waiting for response.A request is logged at 4:00 pm and suspended at 4:30 pm. The Total Time Active as of 5:00 pm is 30 minutes.
Time OpenThe total time the request has been open including any time the request was suspended, scheduled, or waiting for response.A request is logged at 4:00 pm and suspended at 4:30 pm. The Total Time Active as of 5:00 pm is 1 hour.
Time in SuspenseThe total time the request has been "Suspended" or "Scheduled."You schedule a request to become active at the same time tomorrow. The next day, the request becomes active. You then decided to schedule the request for 2 days from now. When the request becomes active, it will have a Total Time in Suspense of 3 days.
Time Waiting For ResponseThe total time the request has been "Waiting for Response."You schedule a request to Waiting For Response. The next day, the requester updates the request and it becomes active. You send them a reply and set the request to Waiting for Response again. When the requester updates the request and it becomes active, it will have a Total Time Waiting for response of 3 days.
Hours WorkedThe total time the request has been worked on by a support reps.A dispatcher takes 10 minutes to update and dispatch a request. The request is updated by a support rep who works on the request for 50 minutes before closing it. The request's Total Hours Worked is 1 hour.
Total CostsThe cost of each support rep that worked on this request multiplied by their time worked on the request.A support rep (who has a cost of $10) updates a request for 1 hour. Another support rep (who also has a cost of $10) works on the request for 2 hours. The totals cost is $30.
Total ChargesCharges reflect the time spent on a memo multiplied by the support rep's charge rate for that time code. This field will show the total charges for all of the memo entries done by support reps.A support rep (who charges $20 for time code 1 and $30 for time code 2) updates a request for 1 hour under time code 1. Another support rep with the same charges works on the request for 2 hours under time code 2. The totals cost is $80.
First Times
Time To DispatchAmount of time between when the request was logged and when it was first placed In Dispatch. 
Time To QueueAmount of time between when the request was logged and when it was first placed In Queue.If you want to report on how long it took for a request to be dispatched to a queue, set the criteria on this field.
Time To ServiceAmount of time between when the request was logged and when it was first placed In Service.If you want to ensure that requests are being responded to within 10 minutes, create a rule to notify you if this field is greater than 10 minutes. This is ideal for response SLAs.
Time To First Memo By Support RepAmount of time between when the request was logged and when it was first updated by a support rep regardless of the request's location.A request arrives in dispatch. After 5 minutes, a support rep forwards the request to a queue. After 10 minutes, the request is updated by a rep and routed to his in service. After another 5 minutes, a support rep updates the request. This field would state 5 minutes. This is used for a response SLA if you consider the first update to be the first response.
Time To First Memo In QueueAmount of time between when the request was logged and when it was first updated by a support rep. This applies to the only the first update when the request is in queue.A request arrives in dispatch. After 5 minutes, a support rep forwards the request to a queue. After 10 minutes, the request is updated by a rep and routed to his in service. After another 5 minutes, a support rep updates the request. This field would state 15 minutes. This is used for a response SLA if you consider the first routing to a queue to be the first response.
Time To Move From Queue To ServiceAmount of time between when the request was logged and when it was moved from its first queue to a support rep's service.A request is placed in the Tech Level 1 queue. It is picked up by a support rep who moves the request to his "In Service." He attempts to resolve this issue, but then needs to route it to the Tech Level 2 queue where it is picked up by another support rep. This will record the amount of time the request was in the Tech Level 1 queue before it was moved the first rep's service.
Time To Update In ServiceAmount of time between when the request was logged and when it was first updated by a support rep. This applies to only the first update when the request is in service.A request arrives in dispatch. After 5 minutes, a support rep forwards the request to a queue. After 10 minutes, The request is updated by a rep and routed to his in service. After another 5 minutes, a support rep updates the request. This field would state 20 minutes. This is used for a response SLA if you consider the first time the request is placed in service to be the first response.
Current
Time In QueueAmount of time the request was in its last queue.A request is placed in the Tech Level 1 queue. It is picked up by a support rep who moves the request to his "In Service." He attempts to resolve this issue, but then needs to route it to the Tech Level 2 queue where it is picked up by another support rep. This will note how long the request was in the Tech Level 2 queue.
Time In ServiceAmount of time the request was in its most recent Support Rep Service.A request is placed in the Tech Level 1 queue. It is picked up by a support rep who moves the request to his "In Service." He attempts to resolve this issue, but then needs to route it to the Tech Level 2 queue where it is picked up by another support rep. This will note how long the request was in their service of the second support rep.
Time Since Update By UserAmount of time since a support rep last touched a request.If you want to be informed when a support rep has not updated a request in two days, create a business rule that checks if this field is greater than 2 days.
Time In Waiting for ResponseAmount of time the request has most recently been waiting for response.You schedule a request to Waiting For Response. The next day, the requester updates the request and it becomes active. You send them a reply and set the request to Waiting for Response again. When the requester updates the request 2 days later and it becomes active, this field will indicate 2 days and not include any prior waiting time.
Time In SuspenseAmount of time the request has most recently been suspended or scheduled.You schedule a request to become active at the same time tomorrow. The next day, the request becomes active. You then decided to schedule the request for 2 days from now. When the request becomes active, this field will indicate 2 days and not include any prior suspended time.
Time In DispatchAmount of time since the request was last placed in dispatch.A request is placed in dispatch and is eventually dispatched to a support rep. This rep eventually works on the request and closes it. The requester feels this is not resolved and reopens the request having it once again land in dispatch. Reporting on this field will tell you how long it's been in dispatch since the requester re-opened it.

User Satisfaction Options

The following table lists User Satisfaction options.

OptionsDescription Example
TimelinessA range from Unrated to Excellent representing the requesters view on how quickly the resolution was received.A requester who feels that a request was resolved very quickly would set the timeliness to “Excellent.”
QualityA range from Unrated to Excellent representing the quality of work from the requester’s perspective.A requester feels that the support member did not communicate the resolution in a manner that was easily understood may rate quality as “Low.”

Requester Options

The following table lists Requester options.

OptionsDescription Example
Requester NameThe name of the user requesting assistance.
This name must be unique; that means there cannot be another user with this name in the database.
Mary logs a request for help with her printer. Mary is the requester.
NOTE: This name appears in brackets when a Requester Display Name, as shown below, is also available. For it to appear in brackets, the names must be different from each other.
Requester Display NameThis name appears in various places in ServicePRO:
- Request Properties
- Memo
- Workflow fields - requests
- Update User
- User Properties
It is not necessary for this name to be unique.
The User Peter Adams also has a Requester Display Name, "Pete". Peter Adams is the "Requester Name,¨ and Pete is the "Requester Display Name¨.
The name appears in ServicePRO as:
-Pete (Peter Adams).

NOTE: The Requester Name, above, is in brackets, if it differs from the Requester Display Name.

NOTE: If there is no Requester Display Name (as entered in the Display Name field in the User Update window), then only the Requester Name, above, displays.
Requester CompanyThe company of the user requesting assistance. 
Requester Organizational UnitThe Organizational Unit of the user requesting assistance. 
Is Support RepA requester who is also a privileged user.If Bob (tech) logs a request, he is the requester and also a support member. This is useful when looking for all tickets where the requester is your support staff.
Requester LocationThe location of the user who is requesting assistance. 
Requester IDThe workstation ID of the user requesting assistance. 
Requester TelephoneThe telephone number of the user requesting assistance. 
Requester ExtensionThe extension number of the user requesting assistance. 
Requester Email AddressThe email address of the use requesting assistance. 
Requester Fax NameThe Fax number of the user requesting assistance. 
Requester IP AddressThe IP address of the user requesting assistance. 

Support Rep Options

The following table lists Support Rep Options.

OptionsDescription Example
Support Rep NameThe name of the support rep servicing the request. 
Support Rep TelephoneThe telephone number of the support rep servicing the request. 
Support Rep ExtensionThe extension number of a support rep. 
Support Rep Email AddressThe email address of a support rep. 
Support Rep FaxThe Fax number of the support rep servicing a request. 

Alerts Options

The following table lists Alerts options.

OptionsDescription Example
Event TypeAn event that will trigger an alert. 
Event TimeThe time at which the alert was triggered. 
User to be NotifiedThe Privileged user who received the alert. 

Memo Options

The following table lists Memo options.

OptionsDescription Example
All Memo
Memo Time LoggedThe time in which a memo was logged. 
Memo AuthorThe author of the memo.If Chris enters a memo into a request, the author for the memo would be Chris.
Date WorkedThe date and time work was performed.A user can enter a memo selecting an earlier date as the date work was performed. An example of this is when you create a request after you complete a task in another location.
Hours WorkedThe total duration of a memo.Mary is working on an incident for a total of 1 hour. While working on the issue, she has a related request opened in update mode. When she saves the update, the time worked be recorded as 1 hour.
Time CodeOptions 1 –3 reflecting individual charge rates. 
CostsThe total cost to support an incident. 
ChargesThe total billable amount for a memo entry. 
TraceAn entry signifying a change or action made within a service request. 
MemoA means of recording the action taken regarding an incident or problem. 
Manual Time EntryThis indicates if the time worked on the memo was manually entered. 
Last Memo
Last Memo Time LoggedThe time in which a memo was logged. 
Last Memo AuthorThe author of the memo.If Chris enters a memo into a request, the author for the memo would be Chris.
Last Memo Date WorkedThe date and time work was performed.A user can enter a memo selecting an earlier date as the date work was performed. An example of this is when you create a request after you complete a task in another location.
Last Memo Hours WorkedThe total duration of a memo.Mary is working on an incident for a total of 1 hour. While working on the issue, she has a related request opened in update mode. When she saves the update, the time worked be recorded as 1 hour.
Last Memo Time CodeOptions 1 –3 reflecting individual charge rates. 
Last Memo CostsThe total cost to support an incident. 
Last Memo ChargesThe total billable amount for a memo entry. 
Last Memo TraceAn entry signifying a change or action made within a service request. 
Last MemoA means of recording the action taken regarding an incident or problem. 
Last Memo Manual Time EntryThis indicates if the time worked on the memo was manually entered 

Reminder Options

The following table lists Reminder options.

OptionsDescription Example
Time ScheduledThe time a reminder was scheduled to activate. 
Reminder Set ByThe privileged user who created the reminder. 
Reminder Set forThe privileged user who receives the reminder. 
DismissDismissing a reminder will stop it from notifying you. 

Appointment/Meeting Options

The following table lists Appointment options.
OptionsDescription Example
Start TimeThe time an appointment is set to start 
UserThe user who set the appointment. 
SubjectThe subject of the appointment. 
MemoThe memo entry explaining the reason for the appointment. 

Service Request Options

The following table lists Service Request Options.

OptionsDescription Example
CategoryUsed to aid in the description of the specified incident.When opening a request regarding a printer issue, Rita should select the "printer" category.
AssetThe item linked to the specified incident.Rita opens a request because her sales software in not working. It’s best she associates the software with a request via the Item field.
WorkstationThe computer linked to specified incident.Rita opens a request because her computer will not start. It’s best she associates her workstation with a request via the Item field.
Service Request TypeThe type of request used for an incident.Rita opens a "Tech Support" request for her printer issue.

Purchase Request Options

The following table lists Purchase Request options.

OptionsDescription Example
ProductThe item being requested 
QuantityThe number of one particular item. 
Approval StatusThe current approval status. This can be defined as:
- On approval
- Declined
- Partially approved
- Pending
- Received
- Ordered
Approved QuantityThe approved number of items. 
ApproverThe privileged user who approved the purchase.A purchase request is sent to Jill, a manager who can approve purchases.
Allocated to UserItem assigned to an individual. 
Allocated to CompanyItems assigned to a company. 
Allocated to Organizational UnitItems assigned to a Organizational Unit. 
Allocated to AssetItem allocated to another item. 
PO#The given purchase order number. 
Purchase Request TypeThe type of purchase request used for the transaction.