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AnalyticsRequest and Service Health

Service requests report

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The Service requests report provides a dedicated view of your workspace’s service request performance. Track request volume, fulfillment times, SLA compliance, and approval workflows to understand how efficiently your team delivers services and identify opportunities for automation or process improvement.

While you can view service request data by filtering the Overview or Request Aging reports by request type, the Service request report is purpose-built for service management. They include service-specific breakdowns like most/least requested service items and categories, approval metrics, and are pre-filtered to show only service requests.

To access this report, go to Analytics > Workspaces > [Workspace name] > Service requests in the left navigation bar.

Report filters

You can refine the data shown in the report using the global filters at the top of the page. These filters apply to all widgets and metrics on the dashboard.

  • Duration: Select a time period such as this month, last quarter, or this year.

  • Attributes: Filter by specific service request attributes including Status, Priority, Impact, Urgency, Group, Assignee, and more. For example, to analyze high-priority hardware provisioning requests from last quarter, set Duration to Last quarter, Category to Hardware provisioning, and Priority to High. This helps you understand if hardware requests are being fulfilled efficiently or creating bottlenecks.

For the full set of filters and operators, and how to save a filter combination as a view, see Filtering reports and saving views.

How the Duration filter works

The Duration filter (Today, Yesterday, This week, This month, This quarter, This year, Last week, Last month, Last quarter, or a custom range) sets the start and end of the reporting period in your time zone. You can’t pick future dates.

Not every metric uses the same date to decide what falls inside the period:

  • Most metrics count service requests created in the period. A service request moved in from another workspace counts as created on the date it was moved.

  • Completion and resolution metrics count service requests closed or resolved in the period, whenever they were created.

  • Satisfaction metrics count survey responses received in the period.

Each metric’s description below says which date it uses. A % change compares the selected period with the period of the same length just before it. Deleted service requests are always left out, and other filters narrow the results further.

MetricDescriptionWhy it matters
Total service requests createdShows the total number of service requests created (or moved in) within the selected duration, with a % change against the previous period.Tracks service demand trends over time. Spikes may indicate seasonal needs or new service offerings.
Created vs completedCompares the number of service requests created against those completed over time. View trends on a Daily, Weekly, or Monthly basis. The created line uses creation (or move-in) dates in the selected duration; the completed line uses close dates in the selected duration.Reveals whether your fulfillment backlog is growing or shrinking. Consistent gaps signal capacity issues or inefficient processes.
Time to first responseMeasures how long it takes from service request creation until the first response. Toggle between Median and Average views. Includes service requests created in the selected duration; those without a first response yet are left out.Indicates how quickly your team acknowledges service requests. Long delays can frustrate employees waiting for provisioning or access.
Time to resolutionShows how long service requests took to resolve, minus any time the SLA clock was paused. Toggle between Median and Average views. Includes service requests resolved in the selected duration, whenever they were created. If a request was reopened and resolved again, its total time is used; requests that are currently reopened are left out.Reveals overall service delivery efficiency. Long resolution times may indicate manual processes that could be automated.
First response SLA complianceShows service requests that met (Hit) vs missed (Miss) their first response SLA. A request is missed if the response was late, or if there’s still no response and the due time has passed. SLA pauses are taken into account. Includes service requests created in the selected duration, judged as of now; requests without an SLA are left out.Measures how well your team meets initial acknowledgment commitments. Low compliance may indicate understaffing or unrealistic SLAs.
Resolution SLA complianceShows service requests that were resolved on or before (Hit) vs after (Miss) their resolution SLA due time. SLA pauses are taken into account. Includes service requests resolved in the selected duration; requests without an SLA are left out.Tracks fulfillment performance against commitments. Identifies if service delivery timelines are realistic or need adjustment.
Unresolved service requests by StatusShows the number of service requests in each current status, open or closed, such as Open and Pending. Includes service requests created in the selected duration.Pinpoints bottlenecks in your fulfillment process. High volumes in “Pending” may indicate dependency on external vendors or approvals.
Unresolved service requests by Service ItemsShows the number of service requests, open or closed, for each service catalog item (e.g., Macbook request, Windows laptop 16GB - IT Support, Admin portal access). The top items are shown, and requests with no service item are grouped as Unassigned. Includes service requests created in the selected duration.Identifies which services are in highest demand or taking longest to fulfill. May reveal automation opportunities for high-volume items.
Most requested service itemsShows the top 10 service catalog items (e.g., Macbook request, Windows laptop, Admin portal) by number of service requests created in the selected duration.Reveals which services employees need most frequently. High-volume items are prime candidates for automation or self-service enablement.
Least requested service itemsShows the bottom 10 service catalog items by number of service requests created in the selected duration. Items with no requests in the period don’t appear.Helps identify rarely-used services that may need promotion, review, or retirement from your catalog.
Most requested categoriesShows the top 10 categories (e.g., Hardware provisioning, Access management, Software provisioning) by number of service requests created in the selected duration.Identifies which service areas drive the most fulfillment work. High concentration suggests where to focus automation efforts.
Least requested categoriesShows the bottom 10 categories by number of service requests created in the selected duration. Categories with no requests in the period don’t appear.Helps identify underutilized service areas or categories where demand is naturally low.
Age of service requestsGroups service requests that are still open into up to 8 time buckets, based on how long they’ve been open. Buckets are dynamically sized based on the oldest request. Includes service requests created in the selected duration that are still open today; age is measured up to today.Shows backlog composition by age. A large number of old requests indicates fulfillment delays or deprioritization.
Approval statusShows the distribution of approvals across approval stages: Approved, Cancelled, Pending. Includes Total approvals count and Approval rate percentage. Each approval counts separately, so a service request with 3 approvals counts 3 times. Includes approvals on service requests created in the selected duration, whenever the approval was sent or acted on.Tracks approval workflow efficiency. High pending volumes may indicate approver bottlenecks or unclear approval policies.
Employee satisfaction (CSAT)Shows the percentage of positive survey responses on service requests, plotted by response date, with the overall percentage and the change against the previous period. Only the latest response per service request counts. Includes responses received in the selected duration, whenever the request was created.Measures how well your service delivery meets employee expectations. Low scores may indicate slow fulfillment, poor communication, or quality issues.

You can analyze these metrics in combination to diagnose specific issues and drive improvements.

For example, say you notice:

  • Created vs completed shows service requests being created faster than they’re fulfilled (40 created, 10 completed)

  • Unresolved service requests by Service Items reveals MacBook request dominating the backlog

  • Most requested service items shows MacBook request as the highest-volume item

  • Approval status shows 50% approval rate with many requests Pending

  • Time to resolution averages 1 day 8 hours

This tells you that MacBook provisioning is your highest-demand service, but approvals are creating a bottleneck. Half of all approval requests are stuck pending, slowing down fulfillment and creating backlog growth.

What you can do:

  • Review your MacBook request approval policy—does every request need manager approval, or can routine requests be pre-approved?

  • Check if approval delays are due to unclear business justification requirements

  • Consider creating a self-service flow where employees can check MacBook eligibility and auto-approve based on role or department

  • Combine this with your onboarding journey to auto-trigger MacBook requests for new hires in eligible roles

Interactive drill-down and data export

Click View breakdown on any tile or chart to open a detailed view of the exact service requests behind that number. The drill-down view lets you:

  • View a list of all individual service requests contributing to that metric

  • See details such as Display Id, Subject, Requested By, Status, Created At, Priority, Assignee, Group Name, and more

  • Add or remove columns to customize the view

  • Apply additional filters to refine the list further

Exporting data

You can download data from any widget or drill-down view as a CSV file for external analysis, stakeholder reporting, or custom calculations.

To export data:

  1. Click View breakdown on any tile or chart to open the drill-down view

  2. Click Download as CSV at the top right

  3. Choose Export all (all service requests with all columns) or Export current view (filtered data with visible columns only)

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