How to activate the KPIs parameters in Service Desk?
CA Service Desk 17.1 and higher
1. Install the kpi_ticket_data_table option under the Administration tab-> Options manager->KPI (a restart of Service Desk service will be necessary to activate the KPI deamons and complete functions).
2. Go to the administration tab->Service Desk->KPIs, by default all KPIs are inactive, so search for all inactive KPIs.
3. Select the required KPI, the new window in the upper right corner of the left has the option "Activate", make a click on it.
Once it is active it will start to capture the data in the KPI tables according to the configuration set.