Managing Reports › Key Performance Indicators › Retrieve Ticket Data

Retrieve Ticket Data

To allow reporting on how long tickets remain in the various processing states, you can configure the KPI daemon to retrieve CA SDM ticket data whenever a ticket is opened or closed, and whenever any of the following fields values are changed:

• Active
• Assignee
• Area or Category
• Group
• Impact
• Organization
• Priority
• Root Cause
• Status
• Service Type

To enable ticket retrieval, install the KPI Ticket Data Table option available in Options Manager KPI folder.

The collection of data from new and updated tickets is enabled. The ticket data is written into the usp_kpi_ticket_data database table, and is available for generating web-based reports.

Note: For instructions, see the Online Help.

The following considerations apply to ticket retrieval:

• The KPI daemon may take up to 30 minutes to populate the ticket information to the usp_kpi_ticket_data table.
• The support_lev field allows tracking of Service Type processing when the classic_sla_processing option is installed. The classic_sla_processing option enables the Service Type processing from CA SDM version 6.0 and earlier.
• Enabling this feature may result in degraded CA SDM performance.

More information:

NX.env File