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Systems Management Question


Custom reporting in KACE SMA

09/09/2020 96 views

Hi.

I need to create a custom report which contains the following:

  • Overall number of tickets
  • Number of tickets submitted previous day
  • Number of tickets closed previous day
  • Average time from Open to Closed state
  • Average time to first response
  • Top 3 issues by category

Does anyone have experience with that type of reporting in Kace?

Thanks in advance.


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Can you think about clarifying your reporting criteria

  • Overall number of tickets - Is this current active tickets
  • Number of tickets submitted previous day - Criteria where created date = previous day
  • Number of tickets closed previous day¬†- Criteria where closed date = previous day

All of these can be generated with the report wizard, maybe think you need more than a single report for this

  • Average time from Open to Closed state - Not a standard report, do you take into account working time/?
  • Average time to first response - What is a "First Response", how is it captured so you can report on it
  • Top 3 issues by category - For what closed, logged or active?

Service desk ticket reporting is not always as simple as some people think it is, but you do need clarity in what you want

Answered 09/10/2020 by: Hobbsy
Red Belt

  • Hi.
    I agree there may be a need for multiple reports.

    Average time from Open to Closed state - we do take into account work time only
    Average time to first response - how long before the ticket became owned would be the criteria
    Top 3 issues by category - logged would fill the bill. Later that could be closed or something else.
 
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