Power BI CSS report

[Anonymous]

Hello all,

I have created a table report using Power BI in AIDABA, for customer service KPI tracking for a few users in the team. While adding values to the report through the personalisation tool, I got a question and would love to have some clarity on the same:

- Created Service Requests: Does this include only the auto-assigned cases to the user, or does it include the manual assignments as well? Also, if a case was first assigned to 1 user and then transferred(not resolved/closed) to another, would this reduce the count of "created service requests" or will it get added to "closed service requests" even though it is not "closed" as per the case status?

- Closed Service Requests: If a case is transferred and not resolved, would that count as a "closed service request"?

[Anonymous]

Hey @johnbasha33 , firstly, thank you so much! This helps a lot. May I ask are there any online documents where all of this is mentioned? 

Also, follow-up question to your comment: 
- **Transfers:** Count remains unchanged for the original user if the case is transferred; it reflects the creation, not affected by reassignment.
Does this mean that the same case can reflect in 2 different user bins(original case owner and the user to whom it was transferred), if it is transferred? 

[johnbasha33]

@Anonymous 

### Created Service Requests
- **Includes:** Both auto-assigned and manually assigned cases.
- **Transfers:** Count remains unchanged for the original user if the case is transferred; it reflects the creation, not affected by reassignment.

### Closed Service Requests
- **Includes:** Only cases that are actually resolved or closed.
- **Transfers:** Transferred but unresolved cases do not count as closed service requests.

### Key Points
- **Created Service Requests:** Counted at creation, regardless of how assigned or transferred later.
- **Closed Service Requests:** Count only resolved/closed cases, not just transferred ones.

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