Case Management Reportings
The Case Management Reportings is a data source that represents the case tables in case management.
MTTx Reporting
MTTx (Mean Time To x) data represents the time duration between different stages in a case's process. For example, it shows the minimum time it took to change a case's status from open to in progress or the case status SLA.
| Table Field | Description |
|---|---|
| Case ID | The Case's ID number. |
| Case Name | The name of the Case. |
| Case Type | The type of Case. |
| Severity | The severity rank of your Case. It can be: Low, Medium, High or Critical. |
| Tags | Tags linked to a specific Case. |
| Vendor | The vendors used in the Case. |
| Case Manager | The user who manages the Case. |
| Collaborators | Users who collaborate on the Case. |
| Created at | Date and time the Case was created. |
| Status | The Status of the Case. |
| Status Types | The Status Type: Not started Status, Active Statuses or Done Statuses |
| Time from case open to chosen status | The time from when a case is in the open status and changed to different status type- duration field in hh:mm:ss |
| Time in Status | The time in an status- duration field in hh:mm:ss |
| Time to Assign | The time span from case creation to assigning the first case manager - duration field in hh:mm:ss |
Case Workflows
This data represent all the cases created using a Case Actions in an automated workflow.
| Table Field | Description |
|---|---|
| Workflow Name | The name of the Workflow. |
| Workflow ID | The Workflow's ID number. |
| Pack Name | The name of the Workflow's Pack. |
| Workflow Run Duration | The duration time of the Workflow's execution. |
| Case ID | The Case's ID number. |
| Case Created At | Date and time the Case was created. |
| Case Name | The name of the Case. |
| Case Type | The type of Case. |
| Severity | The severity rank of your Case. It can be: Low, Medium, High or Critical. |
| Tags | Tags linked to a specific Case. |
| Vendor | The vendors used in the Case. |