Difficulty: novice
Content
Learning Objectives
After reading this article, you’ll be able to:
- understand and use the Service Requests Dashboard
Use the Service Requests dashboard to gain insights in the number of Service Requests, their priorities, service types and the locations where they apply to.
Info
The Service Requests dashboard uses a date range of 24 rolling months.
It means that you see data until 2 years in the past.
In case you need a longer history, please subscribe to Spacewell Data Platform which contains all the service requests from the day you started using the Workplace applications.
Metric definitions
- Total requests: nr of service requests that are created in the system during the observed date range (24 rolling months)
Total requests = Closed requests + Open requests
- a service request has 2 status fields: “Status name” and “Status class”
- Status name = names that are defined during configuration of service requests. These are always customer-specific and have an operational meaning
- Status class = built-in mechanism to determine if service requests are “CLOSED” or “OPEN” independent of customer-specific status names.
- Examples:
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Closed requests: nr of service requests that are closed
a service request is considered “CLOSED” when there is a value in field “Date closed”
- this is independent from the Status name, which can be a long list of different values depending on how your organization has configured service requests
- Open requests: nr of service requests that are still open
a service request is considered “OPEN” when there is no value in field “Date closed”
- this is independent from the Status name, which can be a long list of different values depending on how your organization has configured service requests
- Requests per day: average number of new requests per calendar day
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Time to resolution: time elapsed between receiving and closing service requests. The value is expressed in days and takes all calendar days into account including weekends and bank holidays. It’s not designed as a KPI for use in service level agreements.
Values are only relevant for closed requests
- Time to resolution = (Date closed - Date received) + 1
- Examples:
-
Days open: the number of days that open requests are still open, compared to the current date. The value is expressed in days and takes all calendar days into account including weekends and bank holidays. It’s not designed as a KPI for use in service level agreements.
Values are only relevant for open requests
- Days open = (Current date - Date received) + 1
- Examples (assuming that current date = )
“Summary” page
The summary page shows the most important metrics:
Total requests
- Open requests
- Closed requests
- Average (and max) requests per day
- Average time to resolution
The timeline chart aggregates “Total requests” per day/week/month/quarter.
The chart “Per service type” contains a drill-down mechanism:
- Service types are defined as hierarchy in 3 levels:
Level 1 e.g. “Electricity”
- Level 2 e.g. “Lighting”
- Level 3 e.g. “Light is broken”
- by default, it shows the level 1 service types (“Service type L1”)
- when selecting one of the slices, the chart drills down to level 2 (“Service type L2”)
- and further down to level 3 (“Service type L3”)
The chart “Per location” contains a drill-down mechanism:
- Locations are defined as hierarchy in 5 levels:
Region
- Site
- Building
- Floor
- Room
- by default, it shows the Site level
- when selecting one of the bars, the chart drills down to Building level
- and further down to Floor and Room level
Info
All the charts “Per service type” and “Per location” contain the same drill-down mechanisms in this dashboard
“Requesters” page
This page contains comparison charts
- per requester organization
- per service type (with drill-down)
Info
The dashboard does not contain names of people who created the service requests. It derives the organization to which they belong.
“Service types” page
This page contains charts per service type and per status of the service requests.
“Closed requests” page
This page focuses on all the closed service requests. It gives insight in how well the assigned organization has performed in closing the requests that were assigned to their teams.
The timeline chart displays how many requests were closed per day/week/month/quarter.
For closed service requests, the time to resolution is calculated (in days). Various charts show the average time to resolution:
- per location (= “where”)
- per service type (= “what”)
- per assigned organization (= “who”)
Info
The dashboard does not contain names of people to who service requests are assigned. It derives the organization to which they belong.
“Open requests” page
This page focuses on all the open service requests. It gives insight in what still needs to be done: how many service requests are still open, since how long, and to who are they assigned?
For open service requests, the “days open” value is calculated. Various charts show the average “days open”:
- per location (= “where”)
- per service type (= “what”)
- per assigned organization (= “who”)
The timeline chart shows an accumulation: it shows how many service requests are open and since how long.
In the example above, there are 11 open requests on 2026-03-18. Seven of these are very recent. Four are open since the beginning of February and two are open since end of December 2025…
Info
A long timeline unveils that some service requests are open since a long period of time; a high timeline unveils that volume of open requests is high.
“Data” page
This page contains full details of all service requests in table format and in a pivot table per location and service type.
More information
Frequently Asked Questions on Dashboards
Check out FAQ on Dashboards