Reporting Incidents

1. Purpose of the report

The Incidents report provides a structured overview of reported incidents. It helps you analyse how many incidents were created during a selected period, how many are still reported or being processed, how many have been resolved, how quickly incidents are resolved, and how incidents are distributed by status, priority, category, and month. The report uses a single shared dataset, ensuring that tiles and charts reconcile when the same filters are applied.

2. Filters

Filter	Meaning
Date	Includes incidents with a creation date inside the selected date range.
Location	Limits the report to the selected location or locations. Users only see locations they have access to. If only one location is available to the user, this filter may be hidden.
Status	Limits the report to incidents with the selected status, such as reported, processing, or resolved.
Category	Limits the report to incidents linked to the selected incident category or categories.

3. Important calculation rules

Revenue is shown excluding VAT, so VAT is not included in the revenue totals. Discounts are deducted, including both line-level discounts and the applicable share of invoice-level or global discounts. Credit notes reduce revenue: they are included in the invoice count, but their value is subtracted from the revenue totals. Currencies are not converted, so when multiple currencies are used, select a currency to compare consistent values. Access rights apply, meaning the dataset is limited to the locations the operator is authorised to access. Invoice lines with a revenue of zero are excluded from the global revenue overviews.

4. Top tiles, charts and tables

Section	Meaning
Total incidents	Total number of incidents created within the selected filters. Counts all non-discarded incidents with a creation date inside the selected date range
Reported	How many incidents are currently in status reported. Counts non-discarded incidents created inside the selected date range where the status is reported.
Processing	How many incidents are currently in status processing. Counts non-discarded incidents created inside the selected date range where the status is processing.
Resolved	How many incidents are currently in status resolved. Counts non-discarded incidents created inside the selected date range where the status is resolved.
Average resolution time	Average time between incident creation and resolution. For resolved incidents only: sums the time between created at and resolved at, then divides it by the number of resolved incidents. The result is formatted as days, hours, and minutes.
Incident solution	Shows the percentage of incidents that were resolved compared with the total number of incidents created in the selected period. The value shown represents the number of resolved incidents compared with the total number of incidents. It is calculated by dividing the number of resolved incidents by the total number of non-discarded incidents in the selected dataset. The result reflects the applied date range, location, status, and category filters.
Incident urgency	Shows how incidents are distributed by priority or urgency.
Incindents per category	Shows the share of incidents for each category in the selected period. The chart shows the number of incidents per priority. It counts all non-discarded incidents created within the selected date range and groups them by priority, allowing you to see how incidents are distributed across the different priority levels.
Monthly incidents reported per status	Shows how incidents evolve month by month and how the monthly total is built up from the different statuses. The chart shows the number of incidents per month within the selected date range, based on the incident creation month. The Y-axis represents the number of incidents, while the stacked lines represent the different incident statuses, such as reported, processing, or resolved. The lines are stacked so that the top of the stack shows the total number of incidents for each month. The calculation counts all non-discarded incidents created in each month and groups them by status. Months without incidents are shown with zero values to keep the timeline complete.
Monthly incidents reported per category	Shows how incidents evolve month by month and how they are split by category. The chart shows the number of incidents per month within the selected date range, based on the incident creation month. The Y-axis represents the number of incidents, while the stacked lines represent the different incident categories, showing how the monthly total is built up. The top of the stack represents the total number of incidents created in each month across all categories. The calculation counts all non-discarded incidents created in each month and groups them by category. Months without incidents are shown with zero values to keep the timeline complete.
Incidents per category - status	This stacked bar chart shows the status distribution inside each incident category. The chart shows the number of incidents per category, with each bar representing a category and the stacked segments showing the number of incidents in each status, such as reported, processing, or resolved. The Y-axis represents the number of incidents. To calculate the values, the report first includes all non-discarded incidents created within the selected date range, groups them by category, and then splits each category total by status. This allows you to see both the total number of incidents per category and how those incidents are distributed across statuses.

5.Exports

The export contains one file with all incidents in scope. It uses the same filtered dataset as the on-screen report.

Note : The report data is live. It shows current data each time the report loads. Reloading updates the information.