.. meta:: :description: Reference for all Znuny statistic Object modules — what each module queries, which attributes are available for X-axis, Y-axis, and filters, and any special return-value or performance characteristics. :keywords: znuny statistics modules, stat object module, TicketAccumulation, TicketList, TicketAccountedTime, TicketSolutionResponseTime, ITSMConfigItem, ITSMTicketFirstLevelSolutionRate, ITSMTicketSolutionTimeAverage, ITSMChangeManagement .. _PageNavigation annexes_stats_module_reference: Statistics Object Module Reference #################################### Each dynamic statistic is backed by an **Object module** that defines what data is queried and which attributes are available for use as X-axis, Y-axis (series), or filter. When creating or cloning a statistic in **Reports → Statistics**, the Object dropdown lists all installed modules. The following modules are available. The first four are part of the base Znuny system; the remaining modules are installed by the ITSM packages. .. contents:: :local: :depth: 1 ---- .. _stats-module-ticketaccumulation: TicketAccumulation ******************* **Module**: ``Kernel::System::Stats::Dynamic::Ticket`` **What it counts**: The number of tickets returned by ``TicketSearch`` that match all configured axis and filter values. Each cell value is a simple count. **Available attributes** .. list-table:: :header-rows: 1 :widths: 30 10 10 10 40 * - Attribute - X-axis - Y-axis - Filter - Notes * - Type - ✓ - ✓ - ✓ - Only present when ``Ticket::Type`` is enabled in SysConfig. * - Service - ✓ - ✓ - ✓ - Only present when ``Ticket::Service`` is enabled. * - SLA - ✓ - ✓ - ✓ - Only present when ``Ticket::Service`` is enabled. * - Queue - ✓ - ✓ - ✓ - * - State - ✓ - ✓ - ✓ - List is pre-filtered to closed states only by default. * - Priority - ✓ - ✓ - ✓ - * - Created in Queue - ✓ - ✓ - ✓ - The queue the ticket was in when first created. * - Created State - ✓ - ✓ - ✓ - * - Created Priority - ✓ - ✓ - ✓ - * - Agent/Owner - ✓ - ✓ - ✓ - Only present when ``Stats::UseAgentElementInStats`` is enabled. * - Created by Agent/Owner - ✓ - ✓ - ✓ - Only present when ``Stats::UseAgentElementInStats`` is enabled. * - Responsible - ✓ - ✓ - ✓ - Only present when ``Stats::UseAgentElementInStats`` is enabled. * - CustomerID - ✓ * - ✓ * - ✓ - X/Y available only when ``Stats::CustomerIDAsMultiSelect`` is enabled; otherwise filter-only. * - Create Time - ✓ - ✓ - ✓ - Time period selector (start/stop date). * - Title - — - — - ✓ - Text pattern match. * - CustomerUserLogin - — - — - ✓ - Text pattern match. * - From / To / Cc / Subject / Body - — - — - ✓ - Article-level text filters. * - Dynamic Fields - ✓ * - ✓ * - ✓ - Select-type dynamic fields can be used as axes; text-type fields are filter-only. ---- .. _stats-module-ticketaccountedtime: TicketAccountedTime ******************** **Module**: ``Kernel::System::Stats::Dynamic::TicketAccountedTime`` **What it measures**: Time manually booked against tickets and articles by agents using the time accounting field. Values are read from the ``time_accounting`` table, not derived from ticket history. Only time that agents have explicitly entered is counted. **Evaluation by (mandatory axis)**: Unlike most modules, TicketAccountedTime requires the **Evaluation by** attribute to be placed on one axis. This selects what each cell reports: .. list-table:: :header-rows: 1 :widths: 35 65 * - Reporting mode - Description * - Total Time - Sum of all time units booked against matching tickets/articles. Returned as a decimal number of minutes. * - Ticket Average - Mean booked time per ticket. * - Ticket Min Time - Lowest total booked time across matching tickets. * - Ticket Max Time - Highest total booked time across matching tickets. * - Number of Tickets - Count of tickets that have at least one time booking in the period. * - Article Average - Mean booked time per individual article. * - Article Min Time - Lowest booked time on a single article. * - Article Max Time - Highest booked time on a single article. * - Number of Articles - Count of articles with at least one time booking. **Additional attributes**: Queue, State, State Type, Priority, Created Queue/State/Priority, Lock, From/To/Cc/Subject/Body text, Ticket/Article Accounted Time (date range), Ticket Create Time, Last Changed Time, Change Time, Ticket Close Time, Escalation times (First Response / Update / Solution), Service, SLA, Type, Archive Search, Agent/Owner and Accounted Time by Agent (when ``Stats::UseAgentElementInStats`` is enabled), Dynamic Fields. **Special behaviour**: The **Accounted time by Agent** sub-attribute (gated by ``Stats::UseAgentElementInStats``) breaks the time totals down by the agent who entered each booking, not the ticket owner. This allows per-agent time-tracking reports within the same stat. ---- .. _stats-module-ticketsolutionresponsetime: TicketSolutionResponseTime *************************** **Module**: ``Kernel::System::Stats::Dynamic::TicketSolutionResponseTime`` **What it measures**: Solution and first-response times derived from the ticket's escalation configuration. Both wall-clock ("all over") and working-time variants are available. Only closed tickets are included in the search. **Evaluation by (mandatory axis)**: The **Evaluation by** attribute must be placed on an axis. It selects which timing metric each cell reports: .. list-table:: :header-rows: 1 :widths: 45 55 * - Reporting mode - Description * - Solution Average - Mean elapsed time from creation to close across all matching tickets (wall-clock, no escalation config applied). * - Solution Min / Max Time - Fastest / slowest wall-clock solution time. * - Number of Tickets - Count of matching tickets (independent of escalation config). * - Solution Average *(affected by escalation)* - Mean solution time as tracked by the escalation clock — starts/stops per the SLA escalation window. * - Solution Min / Max Time *(affected by escalation)* - Fastest / slowest escalation-clock solution time. * - Solution Working Time Average *(affected by escalation)* - Mean working-time solution time, calendar-aware. * - Solution Min / Max Working Time *(affected by escalation)* - Fastest / slowest working-time solution time. * - First Response Average *(affected by escalation)* - Mean time from ticket creation to first agent response, per escalation clock. * - First Response Min / Max Time *(affected by escalation)* - Fastest / slowest first-response time. * - First Response Working Time Average *(affected by escalation)* - Calendar-aware first-response average. * - First Response Min / Max Working Time *(affected by escalation)* - Fastest / slowest calendar-aware first-response time. The "affected by escalation configuration" modes use the ``FirstResponseInMin`` and ``SolutionInMin`` fields stored on the ticket, which are calculated by the escalation engine at close time according to the SLA or queue escalation settings. If no escalation is configured for a ticket, those fields are ``0`` and the ticket contributes a zero value to the average. **Additional attributes**: Queue, State, Priority, Service, SLA, Type, Create Time, Close Time, Escalation times (First Response Time, Update Time, Solution Time), Dynamic Fields. ---- .. _stats-module-ticketlist: TicketList *********** **Module**: ``Kernel::System::Stats::Dynamic::TicketList`` **Type**: **List statistic** — produces a flat table of individual ticket rows rather than an aggregated matrix. Each row is one ticket; each column is a ticket attribute you choose. There are no X-axis or Y-axis concepts; the output is controlled through layout attributes instead. **Layout attributes** (required): .. list-table:: :header-rows: 1 :widths: 30 70 * - Attribute - Description * - Attributes to be printed - Selects which ticket fields appear as columns (Ticket Number, Title, Queue, State, Priority, Owner, Create Time, Close Time, and others). Multiple columns can be selected. * - Order by - The field used to sort the output rows. * - Sort sequence - Ascending or descending. * - Limit - Maximum number of rows returned. **Filter attributes**: Queue, State, State Type, Priority, Lock, From/To/Cc/Subject/Body, Create Time, Last Changed Time, Change Time, Pending Until Time, Close Time, Historic Time Range, Escalation times, Service, SLA, Type, Agent/Owner (when enabled), Customer ID, Dynamic Fields. **Unique attributes**: * **State Historic / State Type Historic**: Filter tickets by the state they were in at a specific point in the past, not their current state. Used together with **Historic Time Range** to snapshot the queue at a given date. * **Historic Time Range**: Defines the point-in-time for historic state queries. * **CustomerID (complex search)** and **CustomerID (exact match)**: Two variants of customer filtering — complex allows wildcard matching; exact match requires a full ID. ---- .. _stats-module-configitem: ITSMConfigItem *************** **Module**: ``Kernel::System::Stats::Dynamic::ITSMConfigItem`` **Installed by**: ``ITSMConfigurationManagement`` **What it counts**: The number of config items returned by ``ConfigItemSearchExtended`` that match all configured axis and filter values. **Available attributes** .. list-table:: :header-rows: 1 :widths: 30 10 10 10 40 * - Attribute - X-axis - Y-axis - Filter - Notes * - Class - ✓ - ✓ - ✓ - CI classes from ``ITSM::ConfigItem::Class`` in the General Catalog (Computer, Hardware, Location, Network, Software by default). * - Deployment State - ✓ - ✓ - ✓ - Values from ``ITSM::ConfigItem::DeploymentState`` (Production, Pre-Production, Repair, Retired). * - Incident State - ✓ - ✓ - ✓ - Values from ``ITSM::Core::IncidentState`` (Incident, Operational, Warning). * - Create Time - ✓ - ✓ - ✓ - Filters by the date the CI record was created. * - Change Time - ✓ - ✓ - ✓ - Filters by the date any attribute of the CI was last modified. * - Number - — - — - ✓ - CI number text match. * - Name - — - — - ✓ - CI name text match. * - Class-specific XML fields - ✓ * - ✓ * - ✓ - Each CI class definition exposes its searchable attributes (e.g. CPU, RAM, Vendor for the Computer class). These appear as ``ClassName::FieldName`` in the attribute list. **When any XML attribute is used on an axis, a Class must also be selected on at least one axis.** ---- .. _stats-module-flsr: ITSMTicketFirstLevelSolutionRate ********************************* **Module**: ``Kernel::System::Stats::Dynamic::ITSMTicketFirstLevelSolutionRate`` **Installed by**: ``ITSMIncidentProblemManagement`` **What it counts**: Tickets that pass a ``TicketSearch`` with the configured filters AND pass the article-structure check for first-level resolution. The cell value is a raw count, not a percentage. The first-level resolution check examines the customer-visible article list for each matching ticket. A ticket counts as first-level resolved when it has at most two customer-visible articles following one of these patterns: * **Single article, not from system** — the ticket was resolved with no agent reply required. * **Two articles — customer then agent** — the customer reported, the agent responded once, and the ticket was closed with no follow-up. Any ticket with three or more customer-visible articles, a customer follow-up before close, or no articles at all does not count. **Available attributes**: Identical to the :ref:`TicketAccumulation module ` — Type, Service, SLA, Queue, State, Priority, Create Time, Dynamic Fields, etc. The State list is pre-filtered to closed states. **Special behaviours** * Returns ``0`` (not a dash) when no tickets match, so it appears in summation rows. * The article-structure check runs in Perl after the database search. On large datasets, query time scales with the total ticket count, not the result count. ---- .. _stats-module-solutiontime: ITSMTicketSolutionTimeAverage ****************************** **Module**: ``Kernel::System::Stats::Dynamic::ITSMTicketSolutionTimeAverage`` **Installed by**: ``ITSMIncidentProblemManagement`` **What it returns**: A human-readable duration string (e.g. ``2h 30m``) representing the mean working time each ticket spent in an active (viewable) state. This is **not** a number — cells cannot be summed and ``SumRow``/``SumCol`` are always disabled. **How it calculates**: For each matching ticket the module walks the state history and identifies spans where the ticket was in a viewable (active) state — typically ``new``, ``open``, and ``pending`` states. It sums the working time across those spans using the ticket's SLA calendar (or queue calendar as fallback), then averages over all matching tickets. **Available attributes**: Identical to the :ref:`TicketAccumulation module `. **Special behaviours** * Returns ``-`` (a dash) when no tickets match, and ``ERROR`` if history data is missing. * Uses the SLA or queue calendar to measure working time — off-hours and weekends are excluded. * If a ticket has no ``StateUpdate`` or ``NewTicket`` history entry, the module substitutes a fixed 3-minute value. ---- .. _stats-module-changemanagement: ITSMChangeManagement ********************* **Module**: ``Kernel::System::Stats::Dynamic::ITSMChangeManagement`` **Installed by**: ``ITSMChangeManagement`` **What it counts**: The number of ITSM changes returned by ``ChangeSearch`` that match the configured axes and filters. **Available attributes** .. list-table:: :header-rows: 1 :widths: 30 10 10 10 40 * - Attribute - X-axis - Y-axis - Filter - Notes * - Change State - ✓ - ✓ - ✓ - ITSM change workflow states (approved, canceled, failed, in progress, pending approval, rejected, requested, retracted, successful). * - Category - ✓ - ✓ - ✓ - Change risk/impact category (1 very low through 5 very high). * - Priority - ✓ - ✓ - ✓ - Change priority — separate from ticket priority. * - Impact - ✓ - ✓ - ✓ - Change impact level. * - Timeperiod - ✓ - ✓ - ✓ - Change creation time (start/stop date). * - Dynamic Fields - ✓ * - ✓ * - ✓ - Change-object dynamic fields that support stats. ---- .. _stats-module-changehistory: ITSMChangeManagementHistory ***************************** **Module**: ``Kernel::System::Stats::Dynamic::ITSMChangeManagementHistory`` **Installed by**: ``ITSMChangeManagement`` **What it counts**: The number of **state-transition events** recorded in the change history where the ``ChangeStateID`` changed to the configured target state. This is not the count of changes currently in that state — it is the count of times changes *entered* that state within the time period. **Available attributes** .. list-table:: :header-rows: 1 :widths: 30 10 10 10 40 * - Attribute - X-axis - Y-axis - Filter - Notes * - Change State - ✓ - ✓ - ✓ - The state that was transitioned *into*. * - Timeperiod - ✓ - ✓ - ✓ - The date the state transition was recorded. **Special behaviour**: A single change can contribute multiple counts if it transitions into the same state more than once within the period. The module counts transition events, not unique changes. ---- .. _stats-module-changesincidents: ITSMChangeManagementChangesIncidents ************************************** **Module**: ``Kernel::System::Stats::Dynamic::ITSMChangeManagementChangesIncidents`` **Installed by**: ``ITSMChangeManagement`` **What it counts**: Depends on the Objects axis value for each row. Each row represents either ITSM changes or tickets of a specific type: * Objects value ``-1`` (Changes): calls ``ChangeSearch`` and returns the count of matching changes. * Objects value = a ticket TypeID: calls ``TicketSearch`` restricted to that type and returns the ticket count. A single stat matrix therefore mixes two data sources — the change table and the ticket table — in the same output. **Available attributes** .. list-table:: :header-rows: 1 :widths: 30 10 10 10 40 * - Attribute - X-axis - Y-axis - Filter - Notes * - Objects - — - ✓ - — - Entity type for each series: one entry for Changes and one per enabled ticket type. * - Timeperiod - ✓ - ✓ - ✓ - The time window for the count. ---- .. _stats-module-rfcrequester: ITSMChangeManagementRfcRequester ********************************* **Module**: ``Kernel::System::Stats::Dynamic::ITSMChangeManagementRfcRequester`` **Installed by**: ``ITSMChangeManagement`` **What it counts**: The number of Request for Change tickets submitted by each requester (agent or customer) within the time period. The ticket types treated as RfCs are controlled by the ``ITSMChange::AddChangeLinkTicketTypes`` SysConfig key. **Available attributes** .. list-table:: :header-rows: 1 :widths: 30 10 10 10 40 * - Attribute - X-axis - Y-axis - Filter - Notes * - Requester - ✓ - ✓ - ✓ - Combined list of agents and customer users. Each entry is prefixed ``agent_`` or ``customer_`` followed by the login/ID so agents and customers with the same name can be distinguished. * - Timeperiod - ✓ - ✓ - ✓ - Ticket creation time window. ---- .. _stats-module-changesperci: ITSMChangeManagementChangesPerCIClasses ***************************************** **Module**: ``Kernel::System::Stats::Dynamic::ITSMChangeManagementChangesPerCIClasses`` **Installed by**: ``ITSMChangeManagement`` **What it counts**: The number of ITSM changes (via their work orders) that are linked to at least one config item of the specified class and category. The query joins the ``link_object`` table to find ITSMWorkOrder ↔ ITSMConfigItem links, then applies the CI class and state filters. **Available attributes** .. list-table:: :header-rows: 1 :widths: 30 10 10 10 40 * - Attribute - X-axis - Y-axis - Filter - Notes * - ConfigItem Classes - ✓ - ✓ - ✓ - CI class from the General Catalog (Computer, Hardware, Location, Network, Software). * - Category - ✓ - ✓ - ✓ - Change category (1 very low through 5 very high). * - ConfigItem Status - — - — - ✓ - The incident state of the linked config item (Incident, Operational, Warning). Filter-only. * - Timeperiod - ✓ - ✓ - ✓ - Change creation time window. **Special behaviour**: The link is at the **work order** level, not the change level. A change with multiple work orders each linked to different CI classes will be counted once per distinct class. A change with no linked work orders will not appear in this stat.