reporting Clear Tag Filter

Report to Show All of the Tickets a User has been Notified On

Is it possible to create a report that shows a user all of the tickets that they have been notified on (but that they aren't responsible for)? If so, which filters should be used to obtain this information?
We have a lot of front line staff ...
1 Answer
Priscilla Schwartz Last activity on 2/16/2024 9:25:26 AM by Brittany Renn

Due Dates vs SLAs

We are looking to implement 15-day due dates for Software and Hardware type tickets and report on overdue tickets.
I would like to ask the community if it in their experience it is better to use SLAs based on type or add due dates to ticketin...
1 Answer
Anderson Hanchett Last activity on 1/10/2024 12:34:31 PM by Brittany Renn

Running reports based only on time OR date (rather than both)

Hi folks,
Hoping someone can help out here: I'm trying to run a pair of reports on tickets with the Event Support type, and I need to run two separate reports: one on events ending after 7 pm, and another on events occurring on Saturdays on S...
1 Answer
Stuart Carapola Last activity on 10/4/2023 9:49:40 AM by Mark Sayers

Reporting: Is the "feed" or "comment" box a reportable data point?


Our HR department created a report to show tickets with a status class of On Hold and the "goes off hold" so they can monitor tickets that may have stalled. They would also like to add the reason for putting the ticket on hold, ei...
1 Answer
Eugene McGeehan Last activity on 5/30/2023 1:48:05 PM by Mark Sayers

Priority Sorting

Is there a way to sort items on reports by Priority that is not alphabetical? So for example rather than seeing items in this order:
High Low Medium I want to see them in this order:
High Medium Low It doesn't ...
1 Answer
Mariah Rible Last activity on 5/1/2023 11:30:12 AM by Mark Sayers

Project on hold duration reporting

I have been asked to produce on hold metrics for our projects. Things like how many times a closed project went on hold during execution, max/median on hold duration, etc. There doesn't seem to be a way to get this info, so I am having to pour th...
1 Answer
Kevin McDonald Last activity on 7/13/2022 10:33:37 AM by Mark Sayers

Who can manage time types on tickets and how broad should time types be?

Having read through the descriptions for permissions in the Security Roles at the organizational and application level, I'm not certain on what triggers the "Manage" button to show up in a ticket's T&E window for adding/removing time types on...
1 Answer
Anthony Nave Last activity on 1/21/2022 12:09:32 PM by Mark Sayers