KPI reports - If we generate a kpi report for incident summary for June 09.  Is Total Requests all requests which are not in closed state, including the incident from May 09? And are all New request all new incident created in June 09? 

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    KPI reports
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    If we generate a kpi report for incident summary for June 09.

    Is Total Requests all requests which are not in closed state, including the incident from May 09?
    And are all New request all new incident created in June 09?


    Resolution

    The Total New is the total number of requests raised in that date period.

    The Total Requests is the total number of requests raised in that date period added to the total number of requests closed during that date period, that were opened prior to that date period.