ITAM / Asset Tickets

Analytics & Insights

See how fast Carlos resolves keyboard tickets, where approvals backlog, and whether Austin IT needs extra capacity.

Real-world scenario

Maya Chen · IT Manager at Bluewave Labs

After Sophie and three other engineers filed hardware tickets the same week, Maya opens Analytics to check average resolution time, Carlos's workload, and how many tickets waited in AWAITINGAPPROVAL.

Before you begin

  • Admin role with access to ITAM → Asset Tickets

Overview

Asset ticket analytics give admins a quantitative view of volume, speed, and balance. Maya uses it for staffing decisions; Carlos uses the Kanban for day-to-day triage. Employees and managers do not see analytics.

Metric cards

  • Total / open tickets. Current backlog size
  • Resolved this week. Throughput including Sophie's closed keyboard ticket
  • Average resolution time. Days from OPEN to RESOLVED
  • Awaiting approval. Tickets blocked on Maya

Charts & workload

  • Status distribution. Bottlenecks in PENDING or AWAITINGAPPROVAL
  • Priority distribution. HIGH/URGENT concentration
  • Trends over time. Creation and resolution patterns
  • Assignee workload. Tickets per Carlos, Jamie, etc.
  • Heatmaps. Volume by day or workplace (Austin vs SF)

How to use analytics

  1. 1

    Open ITAM → Asset Tickets → Analytics

    Admin-only view. Metric cards load at the top with current volume and performance stats.

  2. 2

    Review metric cards

    Check open count, resolved this week, average resolution time, and AWAITINGAPPROVAL backlog.

  3. 3

    Inspect status and priority charts

    See how many tickets sit in INPROGRESS vs PENDING, spot bottlenecks after Sophie's keyboard spike.

  4. 4

    Check assignee workload

    Confirm Carlos is not overloaded with Austin tickets before assigning more.

  5. 5

    Use trends for planning

    Maya reviews monthly creation vs resolution trends before hiring seasonal IT help.

Example snapshot

Week of Sophie's keyboard ticket

  • Open tickets: 12
  • Resolved this week: 8
  • Avg resolution: 2.3 days
  • AWAITINGAPPROVAL: 2 (including keyboard approval)
  • Top assignee: Carlos Reyes. 6 active

Pair with Kanban

Analytics shows patterns; Kanban shows today's queue. Maya checks analytics Monday; Carlos lives in Kanban all week.

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