ServiceDesk

Has anyone been able to create this report in SD7?

Got to be one of the most asked for reports.

I can get all the columns i need, such as Date Opened and Time to Resolved Status, but when you select the 'Average' Aggregate, it doesnt seem to calculate it...and instead leave it blank   :-(

If anyone has a default one, could they send it or post it please?

...Anyone?

I know it doesn't help much, but i do all my 'sla' type reports externally via SQL and Crystal off a replication of the database. The internal report builder is such a pain, and you still cant make 'presentation' ready reports. ( logos, charts, etc )

Thanks for your input Nurb4000

I've managed to do something very basic, although using straight SQL, so for any of you interested this is a report calculating the average time to resolve a call in the last 7 days by Engineer.

If i could improve this, it would be to display the value of days/hours in one column as  " 1 day, 4hours"  but instead here i have a seperate column for each....

 

 

Select
  [User].DisplayName As [Resolved By],
  COUNT(*) As [No of Calls],
  Avg(DateDiff(d, ReportProcess.ProcessStarted, ReportProcessStatusHistory.DatePosted)) As [Resolved in DAYS],
Avg(DateDiff(hh, ReportProcess.ProcessStarted, ReportProcessStatusHistory.DatePosted)) As [Resolved in HOURS]
From
  ReportProcess Inner Join
  ReportProcessStatusHistory On ReportProcess.SessionID = ReportProcessStatusHistory.SessionID Inner Join
  ServiceDeskIncidentManagement On ReportProcess.SessionID = ServiceDeskIncidentManagement.session_id Inner Join
  [User] On ServiceDeskIncidentManagement.resolved_by_user_id = [User].UserID
Where
  ReportProcessStatusHistory.Status = 'resolved' And
  ReportProcessStatusHistory.DatePosted >= DateAdd(day, -7, Current_TimeStamp)
Group By
  [User].DisplayName

The IT Analytics SD cubes have Average columns you can use for this calculation.