I am required to find out how can i use reports to make an inform decision about my k1000 service desk eg

I get 500 tickets for the month of January about email problems, how could i then determine the leading cause of this emails

eg 300 would be server related 
 and 200 would be password related
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  • Excellent - so then why not write a report in KACE? If you can screenshot a ticket screen that would help, we can then maybe create a report that gives you that information?
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Community Chosen Answer

Part of the answer to your question is actually depending on how you have your queue configured. Ironically I answered another post about categorisation of tickets last week which you may find useful, so below is the link to the article:


What you are asking for is part of the Problem management discipline within the ITIL framework, if you categorise your tickets according to the above article, you will then need to add in a Root Cause field that must be populated before every ticket can be resolved, or alternatively add in a 4th level of categorisation that can hold the root causes and cannot be seen by the customer, but that can get a bit complicated

Hardware Issue::Laptop PC::No Power to unit::Hardware failure::PSU Failure
Hardware Issue::Laptop PC::No Power to unit::Hardware failure::Faulty Power Lead

Within KACE you can add in a custom field format it as a dropdown and then I recommend starting pretty highlevel in the contents so maybe just:

Hardware Issue
Software Issue
Network Issue
Server Issue
End-user Education Issue

At least then you can start to report and see what root cause fields were selected the most and target your problem management guns there. You can always then remove and update the fields as you need to i.e. remove End-user Education Issue and addi End-user Education Issue - Password Reset and End-user Education Issue - Application Training

Hopefully that helps a little
Answered 01/19/2016 by: Hobbsy
Red Belt

  • Thanks...i do understand what your saying and that's how i setup my queues...but what i would like to know is if there is any tool available that i can use to get summary information so i can then analyse the data


    Hardware issues = 50
    Software issue = 40

    when i drill down on hardware issues i get
    PSU Failure 45
    Faulty Power Lead 5

    so then i could conclude from the data that Top tickets were Hardware issues and this was because of PSU Failure
    • My point is that you need to record that data within your ticket and then you will be able to create reports within KACE that will provide the information. There is no tool on the market that is able to apply BI if the information is not first recorded.
      • This in formation is recorded
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The answer is no tool is available that will do it for you. Whether you use the KBOX reporting, BI, excel you will still have to write a sql query looking for the data you want and the correct syntax to do counts so you can get a number like Hardware issues = 50 etc instead of seeing 50 tickets. 

In short, you'll need to have the data in the ticket and be able to write custom sql queries. 
Answered 01/19/2016 by: nshah
Red Belt

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We may be able to help with that


But didn't want to "ram our solution down your throat"
Answered 01/21/2016 by: Hobbsy
Red Belt

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