Statistics Object 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.

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

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.

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:

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.

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:

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.

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):

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.

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

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.

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 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.

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 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.

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

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.

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

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.

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

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.

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

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.

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

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.