Workflow and ServiceDesk Community

Hello,

I need some assistance is creating a monthly report that can query Service tickets that are closed within 48 hrs of request date.  I would like the data to reflect tickets for each of our technicians.  Can some one give me an idea on where to start?

Thanks!

Are you looking for just a number of tickets metting that critera grouped by the resolving technician, or do you want a list of all the tickets?

I've been wondering about this one as well.

Reporting on tickets actioned by any given technician is important.  This is always needed yearly,  and often weekly, monthly quarterly ...

The idea is at any given point in time there is a need to be able to report on support technician and service queues.   We are not thinking of SLA's but how many tickets have a lifecycle of 1 day, 2 days, 3 days and so on..

The report needs to show start and end dates, service queues, owners and when there is no owner the last modified.   We have been thinking of setting the owner to the last modifier when a ticket is resolved anytime owner is not set earlier. This needs work as its not as simple as that.

But how can I produce this level of detail for both team and individiual performance.  This is also very useful for trend analysis.

Not all tickets touch the resolved status but there is a field for age which I feel could be used.

I can find some options under process reports,  and some under task reports.   should perhaps be using process start date,  process end date  and age?   then somehow adding service queues and owners and last modified?

Am I missing something obvious?

Michael,

Both grouped by each Technician and closed under 48 hours when the ticket was first submitted.  Any help would be appreciated.

Thanks.

Check this:

select
U.DisplayName as 'Technician', SDIM.process_id as 'Request ID', SDIM.incident_name as 'Request Name', u2.DisplayName as 'Submitter'

from
ServiceDeskIncidentManagement [SDIM] inner join [User] [U] on U.UserID = SDIM.resolved_by_user_id
inner join UserGroup [UG] on UG.UserID = U.UserID
inner join ReportProcessStatusHistory [RPSH] on RPSH.SessionID = SDIM.session_id
right join [User] [U2] on U2.PrimaryEmail = SDIM.submitted_by

where
RPSH.Status = 'Resolved'
and DATEDIFF(HH, SDIM.date_created,RPSH.DatePosted) <= 48

order by 'Technician'

Greetings,

Which version of ServiceDesk are you working with?

If 7.1 or 7.5 have you considered implementing the IT Analytics OLAP cubes for ServiceDesk?

This feature is included in your license, you just need to do the installation and configuration, and you would be able to get the ability to slice and dice by dragging and dropping the exposed data fields, or be able to create joins between the various cubes to do even more advanced reporting.

Best Regards,

Russ

Russ,

We have 7.1 at this time.  I believe IT Analytics is installed.  I will look up more info in Connect KB.

Thanks,

Jason