- Number of new tickets - The number of tickets in which the creation date falls in the reporting period.
- Effective time - Time spent ticket in all statuses except the "Fixed", "Closed", "Waiting for response," considering the schedule of the service. Only taken into account the time which gets into the reporting period.
  - Close date falls in the reporting period.
  - Ticket status must have the property "Fixed" and "Closed"
- Waiting for response time - Time spent ticket in status "Waiting for response," considering the schedule of the service.
  - Close date falls in the reporting period.
  - Ticket status must have the property "Fixed" and "Closed"
- Total time - Time spent ticket in all statuses except the "Fixed", "Closed" considering the schedule of the service. Also it could be calculated as [Effective time] + [Waiting for response time].
  - Close date falls in the reporting period.
  - Ticket status must have the property "Fixed" and "Closed"
- Total done - The number of tickets which satisfy the conditions:
  - Close date falls in the reporting period.
  - Ticket status must have the property "Fixed" and "Closed"
- Avarage time - Average effective time of the tickets. Calculated by formula: `[Effective time] / [Total done]`
- Resolution overdue - The number of tickets which satisfy the conditions:
  - Close date falls in the reporting period.
  - Ticket status must have the property "Fixed" and "Closed"
  - “Resolution time expired”=True
- Tickets in time - The number of tickets satisfy the conditions:
  - Close date falls in the reporting period.
  - Ticket status must have the property "Fixed" and "Closed"
  - “Resolution time expired”=False
- Tickets in time, % - Calculated by formula: `()[Tickets in time] / ([Total done]) *100%`
- Reaction overdue - The number of tickets which satisfy the conditions:
  - Close date falls in the reporting period.
  - Ticket status must have the property "Fixed" and "Closed"
  - “Reaction time expired”=True
- Reaction in time, % - Calculated by formula:
  `(([Total done]-[Reaction overdue]) / [Total done]) *100%`
- In progress, resolution overdue (ITIL) - The number of tickets which satisfy the conditions:
  - Resolution date (plan) falls in the reporting period.
  - "Resolution time expired"=True
  - Ticket status must not have properties “New", "Fixed", "Closed".
- Service quality (ITIL) - Calculated by formula:
  `[Total done] / ([Total done] + [In progress, resolution overdue]) *100%`
- Service quality - Calculated by formula:
  `[Completed tickets] / ([Completed tickets]+[Reaction overdue]+[Resolution overdue]) *100%`
- Reopen tickets - The number of tickets which satisfies the condition:
  - Close date falls in the reporting period.
  - Ticket status must have the property "Fixed" and "Closed".
  - Ticket must have the transition from the status with property "Fixed" to the status without property "Fixed".
- Reopen tickets, % - Calculated by formula:
  `([Reopen tickets] / [Total done]) *100%`
- Spent hours - The sum of spend hours on all tickets.
  - The date-time of spent hours must fall in the report period.
- Price – The number of hours multiplied by rate of the executor.
  - The date-time of spent hours must fall in the report period.
- Average evaluation - Average customer evaluation.
  - Close date falls in the reporting period.
  - Ticket status must have the property "Fixed" and "Closed".
  - Ticket must have evaluation.
- Tickets immediately solved - The number of tickets which satisfy the conditions:
  - close date falls in the reporting period.
  - Ticket status must have the property "Fixed" and "Closed".
  - Time between ticket open and last "Fixed" status not greater than N minutes (calculation without schedule)