Request Assessment Details - Request Tab(Time Elapsed Analysis) : Request Assessment presents every minute detail about the activities within a request. Total time spent on a request, technicians/ groups assigned to requests, status of requests etc., every such detail is fully elaborated in the request assessment page.

• Life of Request: This table displays the total time spent on a request from its creation to its completion i.e. the sum of duration's of the following two,
  
• Total Time Elapsed: The total time spent on the request excluding the duration for which the request was kept on hold.
• OnHold Time: The duration for which the request was kept on hold. When a request is kept on hold, the timer stops immediately and resumes only when the request is removed from the 'on hold' state.
  
  
• Assigned Time: The total time spent by a request when assigned to groups or technicians. 
  
• In Groups: The time spent by a request within a given group or within multiple groups. When a request is moved from one group to another, the sum of the time spent under the groups is displayed.
• By Technicians: The time spent by a request under a given technician or under multiple technicians. When a request is moved from one technician to another, the sum of the time spent under the technicians is displayed.
  
  
• SLA: This table displays the SLA level of the request i.e. high SLA, medium SLA etc. and displays the Response Time and Resolution Time for a request.
• Response Time: This is the duration within which the first response for a request is expected, displayed as the 'due-in time'. If there is no response within the given duration, the table displays the overdue time for the response.
• Resolution Time: This is the duration within which the request is expected to be resolved, displayed as the 'due-in time'. If there is no resolution within the given duration, the table displays the overdue time for the resolution.
  
  
• Line Chart: Will display the timeline of the Status, Groups and the Technicians a request has been through in its entire duration.
  
  
• Circular Chart: Is a collective representation of the time spent under a given state, group or technician. Here again, different colors are used to denote different states/ groups/ /technicians. The circular representation gives an overall view of the duration spent by a request under various states/ groups/ technicians.