This article is intended to assist Helpdesk Admin automate daily backlog, weekly closed/open incidents, and weekly Individual team members performance reports for email delivery. This article is intended for Helpdesk environments that have numerous queues and need certain team's data sent via email for management review.

In our environment we have numerous queues and the default out of the box reports Altiris provides did not fit our team's needs since the reports show data for the system as a whole. See the queues below.

Click to view.

Our IT management team wanted the following reports that could also be automated and sent via email.

1. Daily backlog IT OPS team
   
   1. Totals for each team and an overall count.
2. Weekly Closed and opened IT OPS Team
   
   1. Totals for each team and an overall count.
3. Weekly Individual performance per Team

Our IT OPS team includes the following Queues

1. IT Support
2. IT System Admin
3. IT Telecom
4. IT Network.

We created reports for all of the above requests and since we make the owner of any Incident the team queue this made the reports fairly easy to create. Note in the SQl below how we take the owned by worker id and use the team queue numbers.

Example of the SQL for Daily backlog:

select distinct count(T0.[workitem_number]) as '# Incidents Backlog',T0.[owned_by_worker_full_name] AS Team  
FROM [HD_workitem_current_view] T0  
WHERE workitem_owned_by_worker_id in (136,138,132,21,134)  
AND T0.[workitem_status_lookup_value] < > 'Closed'  
GROUP BY T0.[owned_by_worker_full_name]  
Union 
select distinct count(T0.[workitem_number]) as ItemCount, 'Total Count' AS 'Total Count' 
FROM [HD_workitem_current_view] T0  
WHERE workitem_owned_by_worker_id in (136,138,132,21,134)  
AND T0.[workitem_status_lookup_value] < > 'Closed'

The result of the report looks like this:

Click to view.

The next step is creating a task that will automate the email of these reports.

1. Go to View>Task>Incident Resolution>Incidents>Helpdesk>Notification policy
2. Click New Notification policy
   
   1. Provide name
   2. Under source - browse to the Report you desire
   3. Enable schedule - Choose a daily or weekly schedule to run this report.
      
      

      Click to view.

   4. Under automated actions - choose email automated action
      
      

      Click to view.

   5. Provide name, enable, Execute Only once, Provide email address you want to receive the report, provide subject and in the message ensure you type %Results% so the email has the results of the report.

The results of the email will look like this:

Click to view.

Repeat steps for all reports.