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Joseph Zargari wrote:
the fixer wrote:Biggest thing for me and my organisation is for the reporting system in SysAid to be improved.
We cannot at the moment, report on on due dates which underpins the priorities we have set-up which in turn forms the basis for our SLA model.
Can you offer any information on improvements in this area?
I'm not sure about improvements to the reports, but I think we can get you the report you need with the current version. Please submit a service request with our helpdesk regarding this and try to specify as much as you can about your environment and the report you need.
Thanks,
Jospeh.
Thanks for the reply.
We have already gone down that route. We had one of your guys on the phone guiding us through making two custom reports which would show which Service requests had breached our SLA and be able to produce a report that gave us a monthly percentage of what our response and fix times were. The reports created with the help of your engineers did not fit our needs and we are still in a place where we have to painstakingly create the reports manually.
The way we see it we have two options left to us as a company using SysAid.
1. We engage your professional services department to create the exact reports we need.
2. We wait for SysAid 8 to see if the reporting system has been improved.
If these two options do not pan out then we will be looking into other service desk software which would be a shame as we have been using the product for over three years and we generally like the way the program works. But reporting a huge thing business wise and we need a product that meets our expectations in this area.
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Biggest thing for me and my organisation is for the reporting system in SysAid to be improved.
We cannot at the moment, report on on due dates which underpins the priorities we have set-up which in turn forms the basis for our SLA model.
Can you offer any information on improvements in this area?
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Hi
Even with the adjustments mentioned above we still cannot get a report that contains any data.
please advise
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Hi,
Here is the sample file from the report
As you can see it did not work.
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Thanks for the reply.
I will give this a go later in the day and let you know how I get on.
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Hi,
We are using Sysaid 7.5 in our organisation and we have our SLA system configured the way we need it.
The problem we have is that we cannot do any useful reporting on the system we have in place. We have setup different priorities for different types of incidents so for example our network going down would be a priority 1 with a five minute response time and 2 hour fix time. Priority 2 = 15 minute response time and 4 hour fix time, priority 3 = 1 hour response time and 24 hour fix time and so on.
What we would like to do is run a report against those priorities so we can ascertain how many priority 1 issues we have had in a month and whether the response and fix times was within the agreed limit and to be able to do the same with the our other priorities 1 through 5
Can this be done or is this something that would have to be a feature request?
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