All of these reports can be created within a respective ticketing application, as well as within the Analysis Application. Additionally, each report can be added to a desktop via the "edit desktop" function.
1. Percentage of SLA violations
Why might you want this report?
This will give you a visual representation of how many SLAs were violated.
Columns to Include
- SLA Violated
- Ticket Count
Additional Configuration
- Add a Pie Chart
- Name: SLA Violated
- Value: Ticket Count
2. Tickets Closed by Technician
Why might you want this report?
This will let you know how many tickets each technician closed out to have a better idea of who your top performers are.
Columns to Include
Additional Configuration
3. Tickets by Source
Why might you want this report?
This will give you a visual representation of how the tickets are being entered in the system.
Columns to Include
Additional Configuration
- Add an Applied Filter of Source as a Prompted Value
4. Top 5 Requested Services (you could also do ticket type
Why might you want this report?
This informs on what the top requested services (or ticket type) to give you a better idea of what services are requested the most in order to drive funding, resourcing, etc
Columns to Include
Additional Configuration
- Order By the Ticket Count value in a Descending sort order.
5. Tickets Belonging to [Applications Team], or maybe [Network Group]
Why might you want this report?
This tells you how many tickets are assigned to that group to see their workload, and also for the users in that group to know what tickets they need to work on.
Columns to Include
- ID
- Start
- Title
- Acct/Dept
- Type
- Status
- Priority
- Reviewer
- Prim Resp
- Due
Additional Configuration
- Configure an Applied Filter so that the Resp Group is one of [Application Team]