What new reports do you guys want in Version 4.0?

[bcavish]

Currently we are looking into implementing Time Tracking and inlined comments, which are both very frequently requested features in the helpdesk. Another feature request that I have noticed many people with, even if they are not as forceful with the request, is the request for more reports. We agree that the helpdesk does need more reports, but we are not sure what you guys need. Many requests we have seen would work for a single company, but not for all of our users as a whole. So, I'd like to hear from you guys what kind of reports you think we should include in the reports plugin, and what data we should be specifically calling out for the report.

[rfarnell]

Please find my suggestions below in no particular order. Number 5 is a general reports functionality suggestion rather than a report in itself.

1. Meeting Service Level Agreements I would like to be able to tie in with the SLA functionality of the buckets (Response time targets in hours) displaying a clear cut success or failure over set time periods. This would be from the moment the ticket was automatically or manually placed in a bucket to the time it was closed depending on the assigned SLA's.

In a perfect world, the time waiting for a reply would be extracted from the SLA as techinically this is out of our hands. If a ticket is reopened then the time continues to be counted.

I would like to be able to display results per bucket or per group as a percentage success and by the raw numbers if possible.

2. Ongoing Support operations analysis I would like to be able to see running totals of the number of open tickets in each group (and the subsequent buckets) over different periods of time excluding any tickets that have been set to be deleted. Any tickets that have been moved from one group to another could be displayed additionally to show the overall journey of the tickets in the system for process analysis.

3. Average Response Times One of the good reports that should come from 3.x was the average response times to tickets by users. One step further would be to show via attributed group (and bucket) and tickets that have been assigned specifically to a user.

4. Time Tracking per group and bucket With the hopeful reimplementation of time tracking, it would be very useful Management Information to have to display the amount of effort being attributed to different tasks within our system and having it broken down into the groups and buckets that we have assigned to our system. Enabling it to be even more granular by being able to choose individuals or groups would further extend its usefulness. This could simply be displayed in a bar graph or pie chart with attributed values displayed.

5. Report Snapshots As part of the scheduled tasks it would be great to be able to auto generate a number of set reports for view via the system or exported to .csv or pdf. The current problem with the reports is the real-time nature of them. Although this provides the latest information, it is often difficult to refer to the information later unless you log in to the system and take a screen capture of the page.

Regards,

Rob

[Darryl Plunkie]

Some of this reiterates rfarnell's post...

All reports should be easily viewed between grouping by worker and by group, and have the same timeframe choices as the current reporting does.

Time tracking, by worker and group.

SLA compliance - met, did not meet, plus time in waiting (if we contacted customers several times without response, there is no hope of meeting their SLA).

Initial response time - time from ticket creation to time of first response/reply/close.

Number of tickets closed, and average time to close.

Snapshot at end of day for tickets open, in waiting, average time in waiting, etc. Each snapshot should be configurable as to which report, when to run, and output format (e.g. csv, pdf). This will allow day-by-day stats for parameters that may change when workers are away from desk, but clients are not...

Darryl

[o0MattE0o]

Like above

1. Having the number of tickets closed will be very helpful, so I can see the amount of tickets open vs the ammount closed this way I can say we get X Number of tickets a month and X Number of tickets closed this month. having 1000 tickets with a response with in the SLA is pointless becuase it could be just "HELLO WORLD!" back with would make it a response within the SLA pointless. our company SLA say level X has to be resolved in X hours/minuets so if the ticket is close it means the problems has been resolved so having the number of tickets closed will be very helpfull......

2. Exporting to CSV please. as I have seen with version 3 we have to use workspace filtering to do reporting becuase the reports in version 3 are again pointless for IT SUPPORT, but an export of all ticket number and status and Worker to a CSV file we could use EXCELL to filter the number of tickets open and Closed.

What would be nice is to export these in a CSV: -

Mask (Ticket number user gets)
*Requester/First Wrote (users email address)
Created (Date Created)
Updated (Date Last Updated)
Closed (Date Closed)
Due (Date Due to be closed)
Service Level (SLA)

well thats what I would like but to take that one step up would be to allow all Column fields to be selected for export to a CSV this will allow people to run there own reports using excell or other reporting tools that can import CSV...

[rfarnell]

Are any of these reports that myself or Darryl or o0MattE0o suggested going to be implemented? If not could you give us some feedback on what direction you are going to be taking the reporting in Cerberus.

I desperately need to start analysing some of the data in the mySQL database, I don't suppose you could provide some sort of assistance with the use of Jaspersoft Ireport or publish some templates to start us off with?

[DBowsky]

Along with the above suggestions, I'd like to see:

# Tickets per Organization over selectable period of time, with a drill down to individual organizations showing either buckets, custom fields, or both. This would help us determine common issues within departments and implement changes to reduce them as well as help meet a requirement where we are to figure out % of time devoted to supporting individual departments.

Same as above, but for requesters.

# Tickets per Bucket/Custom Filed over selectable period of time. Similar to above, but more of a general view of tickets grouped (for us) by problem type (CF) or priority (bucket).

[bcavish]

Added from customer feedback:

* Number of tickets raised during a defined time period
* Number of tickets resolved (broken down by queues - which we treat as
departments)
* Time taken from ticket creation to resolution
* Tickets worked on/resolved per agent
* I've created custom fields which are doing the job of providing a root
cause. I'd like to be produce reports based on tickets with these root
causes.

[mallen]

One big thing for us, to add to what already has been mentioned, is to have the ablitity to custom define the date ranges for reports instead of being limited to predefined date ranges. Also, we would love to have totals for company wide statistics... for example, currently the total number of created tickets report show a breakdown by Groups for a given time period, but if we wanted to know a company wide total we have to sit there with a calculator and add all the groups together.