I would like to have a real-time barometer that would show what groups have in their respective ques.  This could be displayed on a TV so that HelpDesk as a department would have a visual of our "Status" as a department.  A Pie Chart or Bar graph would be fine.

1 Comment   [ + ] Show Comment

Comments

  • You could check out www.Kacedashboard.com it has a standard view set for your K1000 helpdesk that shows what is going on today, but also has the capability for you to build custom reports to display the data that you need. This product is also able to update your KACE box and also drive functionality such as call managed installations
Please log in to comment

Answers

1

The K1000 doesn't natively have this ability as of 5.4, but you could connect a third party database tool to query the K1 database and display the results how you chose:  http://www.kace.com/support/resources/kb/article/can-i-access-the-k1000-appliance-database-using

I'd also say to suggest it as an enhancement request here:  http://kace.uservoice.com/forums/82699-k1000

If you come up with a way through the third party tool, please write a blog about it here on ITNinja.

 

Answered 07/17/2013 by: jknox
Red Belt

Please log in to comment
1

You would need to code something yourself that connects to the database using the reporting user. Jason Rappaport did something similar and posted here:

http://www.itninja.com/blog/view/twitter-bootstrap-for-kace-service-desk

 

Answered 07/18/2013 by: chucksteel
Red Belt

  • Thanks Chuck! That's exactly what Im looking for.
  • Chuck, my developers said they need root access to the Kace box to do this? I asked Dell and they said they do not grant root access. Is there a better way?
    • I don't know why they would need root access to do this, unless they want the pages to reside on the KBOX itself. The dashboard pages would be hosted on another web server that has a database connection to the KBOX using the reporting account that only has read access to the database.
Please log in to comment
1

Our techs are assigned to labels depending on their location or support specialty. I use this query in an Excel file and connect to the kbox database via MySQL ODBC connector. It captures total ticket count for each tech by grabbing any ticket that doesn't have a Closed timestamp. The ODBC connector is set to auto-refresh every 3 minutes.  Once the data is brought in to Excel a pivot chart is used to display the data in graph format on a flat panel in the office.

I'm not necessarily concerned about the 'State' a tech has the ticket set to, I need to know how many tickets are being managed by each tech.

**********

SELECT COUNT(HD_TICKET.OWNER_ID) ,
USER.FULL_NAME ,
HD_TICKET.OWNER_ID
FROM HD_TICKET
JOIN USER ON USER.ID = HD_TICKET.OWNER_ID
JOIN USER_LABEL_JT on HD_TICKET.OWNER_ID = USER_LABEL_JT.USER_ID
JOIN LABEL L on L.ID = USER_LABEL_JT.LABEL_ID
WHERE USER_LABEL_JT.LABEL_ID in (109,100,446,108,106,107,228,110,97,126,228,353)
AND HD_TICKET.TIME_CLOSED='0000-00-00 00:00:00'
GROUP BY OWNER_ID
ORDER BY FULL_NAME

Answered 07/18/2013 by: jmarotto
Second Degree Green Belt

  • So does this refresh in the pivot chart every three minutes as well or are you doing a snap shot or so throughout the day manually.
  • Yes it refreshes the data and the graph
  • Tickets can be re-opened after a closure, which doesn't reset/modify the TIME_CLOSED timestamp, so I'd recommend doing a LEFT JOIN with HD_STATUS and check HD_STATUS.STATE = 'closed'
Please log in to comment
Answer this question or Comment on this question for clarity