A breakdown of hours logged per configuration item across your Autotask PSA dataset. This report shows which devices consume the most technician time, how hours distribute across asset categories, and where you can cut costs. PSA
A breakdown of hours logged per configuration item across your Autotask PSA dataset. This report shows which devices consume the most technician time, how hours distribute across asset categories, and where you can cut costs. PSA
The data covers the full scope of Autotask PSA records relevant to this analysis, broken down by the key dimensions your team needs for day-to-day decisions and client reporting.
Who should use this: NOC teams, asset managers, and service delivery leads
How often: Weekly for fleet reviews, monthly for lifecycle planning, quarterly for budgeting
A breakdown of hours logged per configuration item across your Autotask PSA dataset. This report shows which devices consume the most technician time, how hours distribute across asset categories, and where you can cut costs. PSA
Top-level metrics for the 10 highest-consuming configuration items in the dataset.
EVALUATE
TOPN(10,
FILTER(
ADDCOLUMNS(
SUMMARIZE('BI_Autotask_Tickets', 'BI_Autotask_Tickets'[configuration_item_name]),
"Hours", CALCULATE(SUM('BI_Autotask_Time_Entries'[hours_worked]),
USERELATIONSHIP('BI_Autotask_Time_Entries'[ticket_id], 'BI_Autotask_Tickets'[ticket_id])),
"Tickets", DISTINCTCOUNT('BI_Autotask_Tickets'[ticket_id])
),
NOT(ISBLANK('BI_Autotask_Tickets'[configuration_item_name]))
),
[Hours], DESC
)Top 10 configuration items ranked by total hours logged. Bar length is relative to the highest-consuming device (SRV-DC01 at 487h).
| Metric | Value |
|---|---|
| Revenue/Device | $963 |
| Hours/Device | 7.30 |
| Effective Rate | $131.96/hr |
| Total Devices | 6,953 |
EVALUATE ROW("TotalHours", [Tickets - Hours Worked], "TotalDevices", COUNTROWS('BI_Datto_Rmm_Devices'), "HoursPerDevice", DIVIDE([Tickets - Hours Worked], COUNTROWS('BI_Datto_Rmm_Devices')), "Revenue", SUM('BI_Autotask_Charges'[billable_amount]), "CostPerDeviceHour", DIVIDE(SUM('BI_Autotask_Charges'[billable_amount]), COUNTROWS('BI_Datto_Rmm_Devices')))Hours-per-ticket ratio reveals which device types consume disproportionate technician time.
The hours-per-ticket ratio tells a different story than raw hours alone. Servers average 3.3 hours per ticket, which is expected given the complexity of domain controller maintenance, Exchange troubleshooting, and SQL performance tuning. These are high-touch, high-skill interventions.
Network infrastructure (firewalls, switches) sits at 3.5 hours per ticket. This is slightly higher than servers, and worth investigating. Firewall changes and switch reconfigurations should be procedural. If your team is spending 3.5 hours per ticket on network gear, check whether documentation is current and whether junior engineers are getting stuck on tasks that should have runbooks.
Workstations and printers tell the opposite story. LAPTOP-POOL generates the most tickets (312) but only 0.63 hours per ticket. PRINTER-MFP-01 has 189 tickets at 0.71 hours each. These are high-volume, low-effort tasks. The real question is whether those 501 tickets could be reduced through better self-service or proactive replacement policies.
At an average blended rate of $125/hour, the top 10 devices represent roughly $314,750 in technician cost. SRV-DC01 alone accounts for $60,875. If that server is approaching end-of-life, the business case for replacement writes itself.
Four servers (SRV-DC01, SRV-EXCH01, SRV-FILE01, SRV-SQL01) account for 1,342 hours combined, or 53% of all tracked time in the top 10. The domain controller and Exchange server alone represent 910 hours. If these are on-premises servers, this is a strong signal to evaluate cloud migration or hardware refresh.
PRINTER-MFP-01 generated 189 tickets but only 134 hours. Each ticket is quick to resolve, but the sheer volume creates constant context-switching for technicians. Consider a managed print service or scheduled replacement for devices with more than 100 tickets per year. The time savings from eliminating the interruptions will exceed the per-ticket cost.
In the full dataset, the majority of 67,521 tickets have no configuration item linked. This means the data above represents only a fraction of actual device-related work. Without proper CI linking, you cannot identify which assets are costing you the most. Enforcing mandatory configuration item selection during ticket creation is the single biggest improvement you can make to your data quality.
Actionable steps to reduce device-related hours and improve data quality.
Set the configuration item field as required in Autotask for all ticket types. Without this, your hours-per-device reporting will always be incomplete. Run a monthly audit of tickets without a linked CI and route them back to the assigned technician for correction. Target: 95% CI linkage within 90 days.
SRV-DC01 (487h), SRV-EXCH01 (423h), and FW-MAIN-01 (312h) together consume 1,222 hours. Get the age and warranty status of each device. If any are past warranty or older than 5 years, build a replacement proposal with the cost-per-hour data from this report. Exchange alone is a strong candidate for Microsoft 365 migration.
FW-MAIN-01 and SW-CORE-01 average 3.5+ hours per ticket. Review the last 20 tickets for each device and identify repeating patterns. Build step-by-step runbooks for the top 5 recurring issue types. This can bring the average down to 2 hours per ticket and make the work accessible to L1 technicians.
EVALUATE
SUMMARIZECOLUMNS(
'BI_Autotask_Configuration_Items'[configuration_item_category_name],
"ItemCount", COUNTROWS('BI_Autotask_Configuration_Items')
)The DAX query in section 1.0 pulls the top 10 configuration items by total hours worked. It joins the tickets table with time entries via ticket_id, filters out blank configuration item names, and ranks by descending hours. In this demo dataset, the top device (SRV-DC01) has 487 hours across 142 tickets. Your results will vary based on how consistently your team links configuration items to tickets.
Autotask does not require a configuration item on every ticket by default. Many MSPs leave the field optional, which means technicians skip it when they are in a hurry. The result is that a large percentage of tickets have no linked device. To fix this, make the configuration item field mandatory in your Autotask workflow rules and run a backfill project on recent tickets. Even linking the last 90 days of tickets will dramatically improve your reporting.
Yes. Multiply the hours for any device by your blended technician rate to get the annual support cost. Compare that to the cost of replacement or migration. For example, SRV-DC01 at 487 hours and $125/hour represents $60,875 in support costs. If a new server or cloud migration costs less than that over 3 years, the ROI is clear. Include these numbers in your quarterly business review with the client.
Connect Proxuma Power BI to your PSA, RMM, and M365 environment, use an MCP-compatible AI to ask questions, and generate custom reports - in minutes, not days.
See more reports Get started