Change
Change needs a Policy Planner license. Policy Planner is a separately licensed SIP add-on, and Insights collects no ticket or workflow data without it. See Policy Planner for what tickets, workflows and stages are, and which of their numbers Insights keeps.
Where it is licensed, Change reports the requests that changed your policy: how many arrived, how many are still open, how long they took, and where in the workflow the time went.
What the page is scoped to
Change is scoped by workflow rather than device group, because Policy Planner counts tickets per workflow. Only workflows with at least one ticket are available, and selecting none includes all of them.
The date range sets which tickets are in scope: across most of the page, a ticket counts if it was created inside the range, whatever has happened to it since. Ticket activity is the exception, below.
Workflow volumes and durations
Per workflow: tickets created in the range, how many are still open, the mean time from creation to completion, and the split between requests whose pre-change assessment came back clean and those needing manual review.
Tickets still open are measured up to now, so a growing backlog raises the average duration rather than hiding in it.
Ticket activity
Ticket activity reports four numbers per interval: opened, closed, and the auto-approved and manual split of the pre-change assessment.
Only opened counts by created date. The other three are placed by when something happened to the ticket, so they include tickets created before the range began, and opened and closed in the same interval are not the same set of tickets.
Each interval reports either a count of tickets or the total days those tickets took. Only completed tickets contribute days, so the two do not have to agree.
How tickets reach completion
Every ticket starts as an open request and takes one of three paths. Tickets with no completion date are still in progress. The rest split by whether Policy Planner's auto-design ran before the pre-change assessment. From either, a ticket that needed more than one design pass is re-designed before completing.
The re-design count is the volume of rework: changes designed twice.
Forecast and completion time
Ticket Forecast extends the tickets-created series forward by fitting a straight line through it. It projects the current trend rather than predicting future volume.
Average Ticket Completion Time is the mean creation-to-completion time, grouped by when each ticket completed. Only completed tickets count, so it reports how long finished work took, not how long work in progress has been waiting.
The detailed view
The detailed view adds stage-level timing and flow.
Task Lifetime breaks the time down per task in the workflow. Two rules shape it. Only completed tasks on completed tickets are counted. And every task's hours land in the interval the ticket was created in, not the interval the task finished in, so a ticket keeps all its stage time in the period it arrived however long it ran. Policy Planner's automated tasks are excluded, since they take almost no time and would flatten the figures that matter.
Task Flow traces every transition between every task the tickets passed through, where the simplified view reduces to five outcomes. It reports tickets looping between stages.
Stage durations trend the average hours a ticket spends reaching each milestone: the whole span from creation to completion, and the redesign, review, implement and verify stages individually.
Ticket Backlog and Tickets Created count tickets open in each period and tickets arriving in each period. Read together, they separate a backlog growing from more work arriving from one growing because less is finishing.