ITSM Service Level Management
#############################

This package adds new statistics to the system for ensuring that all service level agreements are appropriate
and satisfy the agreements, as well as to monitor and report on service levels.

.. note::
    This package requires the :doc:`general-catalog` and the :doc:`itsm-core` features.

Administrator Interface
=======================

This package has no administrator interface.

Agent Interface
===============

This chapter describes the new features that are available in the agent interface after installation of the
package.

Reports
-------

After installation of the package some new statistics will be available in the agent interface.

Statistics
~~~~~~~~~~

After installation of the package some new statistics are added to the system. The statistic management
screen is available in the *Statistics* menu item of the *Reports* menu.

.. figure:: images/statistics-overview.png
    :alt: Statistics Overview

    Statistics Overview Screen

New Statistics
~~~~~~~~~~~~~~

The following statistics are added to the system:

.. code-block:: text
    Total number of all tickets ever created per Ticket-Type and Priority
    Total number of all tickets ever created per Ticket-Type and State
    Total number of all tickets ever created per Ticket-Type and Queue
    Total number of all tickets ever created per Ticket-Type and Service
    Monthly overview of all tickets created in the last month per Ticket-Type
    Monthly overview of all tickets created in the last month per Priority
    Monthly overview of all tickets created in the last month per State
    Monthly overview of all tickets created in the last month per Queue
    Monthly overview of all tickets created in the last month per Service
    Number of tickets created in a specific time period per Ticket-Type and
    Priority
    Number of tickets created in a specific time period per Ticket-Type and State
    Number of tickets created in a specific time period per Ticket-Type and Queue
    Number of tickets created in a specific time period per Ticket-Type and Service
    Number of currently open tickets per Ticket-Type and Priority
    Number of currently open tickets per Ticket-Type and Queue
    Number of currently open tickets per Ticket-Type and Service

External Interface
==================

This package has no external interface.