Active Tickets w Timer per Admin

Home

Forums

Feature Requests

Beta Issues

SysAid Resources

Documentation

Support

Hello Guest,

DOWNLOAD FREE EDITION

Recent Topics

Hottest Topics

Online Members

Member Listing

Advanced Search

Active Tickets w Timer per Admin

Forum Index » Analyzer/Reporting

Author

Message

17/05/2012 22:59:05

Subject: Active Tickets w Timer per Admin

David Frederiksen
SysAider

SysAider from release 6.5

Joined: 26/01/2010
Messages: 3
Offline

Hi,

Does anyone have a suggestion on what report would best fit the following or have a custom report they could share?

I would like a report that shows the number of active tickets per admin and the average time since the requests were made (during operating hours).

Any direction would be helpful.

Best regards,
David Frederiksen
Cash Canada Financial

20/05/2012 14:13:14

Subject: Re:Active Tickets w Timer per Admin

Oded M
VP Product

Joined: 28/05/2008
Messages: 892
Offline

Try the "Service Quality by timer report"
group by user and you will get
Admin, number of active SR-s and the timer you choose : Time to repair (considering your operating hours)

31/05/2012 19:57:13

Subject: Re:Active Tickets w Timer per Admin

David Frederiksen
SysAider

SysAider from release 6.5

Joined: 26/01/2010
Messages: 3
Offline

Thank you for the response.

I have run the report you recommended but this does not list just the Active SR's. This will generate a list of all new SR's for the time frame specified. I am looking for a report the will show how many outstanding SR's and admin has and the average time they have been sitting in their cue.

06/07/2012 09:38:48

Subject: Re:Active Tickets w Timer per Admin

michael_nahmias
SysAid Customer Relations

Joined: 20/01/2011
Messages: 98
Offline

Hi David

In order to create such a report. you will need to have the mangers portal module which enables you to create
costume reports unfortunately the report you need does not come out of the box. I have taken the liberty of sending you
a secondary license for this module that will allow you to evaluate it and see if it produces the report you need. In order to create the report
please do the following:

1. Go to Managers Portal > Design reports
2. Click the report wizard button
3. Name your new report
4. Add the SR #, Assigned to, and time to repair parameters, and any other parameter needed.
5. Group the report by admin.
6. Click the finish button.

Please keep me posted on your progress. If you bump in to trouble, please send me an e-mail to m.nahmias@sysaid.com

Best regards
Michael Nahmias
Account Manager

Forum Index » Analyzer/Reporting

Go to:

Help Desk Software
Free Help Desk Software
Free Asset Management Software
SysAid Helpdesk Software
Web Based Help Desk Software
SysAid Help Desk Forum
General IT Discussion Forum
SysAid CSS Customer Service Software
Customer Support Software

   SysAid Technologies Ltd.
   Toll-Free phone center (U.S.): 1-800-686-7047
   Offices - U.S.617-231-0124
   Israel:+972-3-533-3675
   Email:helpdesk@sysaid.com
   Optimized by SEO Israel
   SysAid logos and other SysAid Technologies marks
   are trademarks or registered trademarks of
   SysAid Technologies Ltd.
   All Rights Reserved by SysAid Technologies Ltd.
   2002-2011

   Live Support Hours
   07:00 AM - 09:30 PM (UK)
   03:00 AM - 05:30 PM (EDT)

   We provide worldwide services, and we do our best
   to match the working times of customers from
   different time zones.

   SysAid Help Desk Software and Asset Management Software