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Using Reporting and Dashboards to Provide a Status Page
A guide on creating ticket and reporting tools to manage outages and report on them
Project Status Report
Time Status Report
My Project Status Report
User Status Report
Issue Resolution Status Report
Article Visibility by Status and Life Cycle
Matrix explaining how article status and life cycle impact who can view an article.
Using Web Services to Change the Status of a Ticket
Step-by-step instructions on how to build a workflow to change the current status of a ticket.
On Hold Ticket Impact on Reports
This article describes how tickets in an "On Hold" status impact reporting.
Using Web Services to Provide an Outage Dashboard/Status Page in the Knowledge Base
A guide on how to use Api calls in ticket workflows to push outage information into the Knowledge Base.
Getting Started with Ticket Statuses
Requestor Updates to a Ticket Request Status
Can you Update Ticket Attributes or Statuses via Email?
Four Common Types of Reports
When building reports, consider these four types of reports: validation/verification, operational, tactical, and strategic.
Metrics/KPA in Ticket Reports
This article explains the use of Metrics/KPIs when building custom Ticket or Project reports.