Operational Reports

Changes report

Track and analyze change management metrics, identify bottlenecks, and export reports.

The Changes report give you a complete view of your change management performance across workspaces. You can track change volume, analyze closure times, identify bottlenecks, and measure planning accuracy. By visualizing key metrics like creation trends, approval delays, and execution timelines, you can move from reactive tracking to proactive process improvement.

To access this report, go to Analytics > Workspaces > [Workspace name] > Changes in the left navigation bar.

Report filters

You can refine the data shown in the report using the global filters. These filters apply to all widgets and metrics on the dashboard.

Duration: Select a time period such as this month, last quarter, or this year.
Attributes: Filter by specific change attributes including Status, Priority, Change Type, Change Template, and more. For example, to analyze high-priority standard changes from last quarter, set Duration to Last quarter, Change Template to Standard change, Priority to High. This lets you focus on your most critical standard changes and see patterns specific to that segment.

For the full set of filters and operators, and how to save a filter combination as a view, see Filtering reports and saving views.

How the Duration filter works

The Duration filter (Today, Yesterday, This week, This month, This quarter, This year, Last week, Last month, Last quarter, or a custom range) sets the start and end of the reporting period in your time zone. You can't pick future dates.

Most metrics count changes created in the period. Completion metrics, such as Closure time and the completed line in Created vs completed, count changes completed in the period, whenever they were created. Each metric's description below says which date it uses. Deleted changes are always left out, and other filters narrow the results further.

Understanding change analytics

The report breaks down your change management performance across volume, timing, and planning accuracy.

Metric	Description	Why it matters
Total no. of changes created	Shows the total number of changes created within the selected duration.	Helps you track change activity trends and workload over time.
Closure time for a change	Shows how long it takes for a change to go from creation to a Completed status. Toggle between Average, Median, Minimum, and Maximum closure times. Includes changes completed in the selected duration, whenever they were created. Changes that were reopened since are left out.	Reveals whether your team is resolving changes efficiently and helps identify if closure times are improving or degrading.
Created vs completed	Compares the number of changes created against those completed over time. View trends on a Daily, Weekly, or Monthly basis. The created line uses creation dates in the selected duration; the completed line uses completion dates in the selected duration. A completed change that has since been reopened isn't counted as completed.	Spots growing backlogs or drops in productivity. If more changes are created than completed consistently, it signals capacity issues.
Unresolved changes by Change Type	Shows the number of changes, open or closed, for each change type: Standard, Normal, and Emergency. Uses each change's current type. Includes changes created in the selected duration.	Identifies your workload composition. A large number of Emergency changes may indicate systemic issues.
Unresolved changes by Priority	Shows the number of changes, open or closed, at each priority level, such as Medium and High. Includes changes created in the selected duration.	Helps you understand your high-priority workload at a glance and identify if critical items are piling up.
Unresolved changes by Change Template	Shows which change templates (e.g., VPN Implementation, Software Update) are generating the most changes. The top 9 templates are shown, and the rest are grouped as Others. Includes changes created in the selected duration.	Reveals which types of changes consume the most resources so you can optimize or streamline those processes.
Unresolved changes by Status	Shows the number of changes in each current status, including completed ones, such as Open, Pending, or Waiting for approval. Includes changes created in the selected duration.	Pinpoints bottlenecks in your change process. If most changes are stuck in "Waiting for approval," you may need to adjust approval routing.
Actual vs planned duration	Compares the time planned for each change (planned end − planned start) with the time it actually took (actual end − actual start). Changes are grouped into 12 buckets: 2-day bands from −10 to +10 days, plus one bucket at each end for anything beyond. A positive value means the change took less time than planned; a negative value means it took longer. Includes the Average delay in duration and the median. A change needs all four dates to be counted. Includes changes created in the selected duration.	Shows whether your team is over or under-estimating change duration. Consistent delays indicate need for better planning buffers.
Average delay in start date	Compares planned start dates against actual start dates (actual start − planned start). A positive value means the change started late; a negative value means it started early. Uses the same 12 buckets, plus the average and median. A change needs both start dates to be counted. Includes changes created in the selected duration.	Identifies if changes are starting late due to scheduling issues or upstream dependencies.
Average delay in end date	Compares planned end dates against actual end dates (actual end − planned end). A positive value means the change finished late; a negative value means it finished early. Uses the same 12 buckets, plus the average and median. A change needs both end dates to be counted. Includes changes created in the selected duration.	Reveals if changes are missing completion windows. If end dates delay but start dates don't, it points to execution challenges.

Putting the metrics together

Analyze these metric in combination to diagnose specific issues and drive improvements. For example, say you notice:

Created vs completed shows a growing gap over the past month (30 created, only 15 completed)
Unresolved changes by Status reveals that most changes are stuck in Waiting for approval
Unresolved changes by Change Template shows VPN Implementation changes dominating the backlog
Average delay in start date is 2 days, but Average delay in end date is 5 days

This suggests that VPN Implementation changes are creating a bottleneck. They're getting approved slowly (stuck in "Waiting for approval"), starting slightly late, but then taking even longer to complete than planned. The backlog is growing because approvals aren't keeping pace with demand.

What you can do:

Check if VPN change approvers need faster routing or notification
Review whether VPN Implementation changes need clearer documentation for approvers
Consider pre-approving routine VPN changes to reduce approval delays
Investigate if execution is taking longer due to resource constraints or technical complexity

By connecting these metrics, you move from "we have 30 open changes" to "VPN approvals are our constraint, and here's how to fix it."

Drilling down and exporting data

Click View breakdown on any tile or chart to open a detailed view of the exact changes behind that number. You can:

View a list of all individual change requests contributing to that metric.
See details such as Subject, Raised by, Agent, Status, Priority, and Risk.
Add or remove columns to customize the view.
Apply additional filters to refine the list further.

You can download the data from any widget or drill-down view as a CSV file. This allows you to share insights with stakeholders or perform custom calculations.

Report filters

How the Duration filter works

Understanding change analytics

Putting the metrics together

Drilling down and exporting data

Further reading