How to activate the KPIs parameters in Service Desk?

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

How to activate the KPIs parameters in Service Desk?

Environment

Service Desk 12.9 or above

Resolution

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).

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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.

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Once it is active it will start to capture the data in the KPI tables according to the configuration set.

Additional Information

Key Performance Indicators