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Good Kace help desk ticketing reports

The canned kace reports don't have any good help desk reports for agent based. anyone have some weekly/monthly reports they run to monitor help desk activity around tickets

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Answers (3)

Posted by: barchetta 2 weeks ago
Brown Belt
0

Funny.  I was just about to post on this,, and if not responses I will..  Since kace refuses to include a single useful report for ticketing.. could we PLEASE get some posted so I (we) dont have to reinvent.    Anything remotely representing ITIL would be wonderful.

KPIs id love to have that kace does not keep in the db:

Average Resolution Time

Actual Resolution Time per ticket 

First Response Time

First Contact Resolution Rate

Wait time

Ticket Churn

Tickets Logged Per Day Compared to tickets Closed Per Day

Repeat Visits (ticket reopening's)


Looking for a source on:

External, Industry Benchmarks


And here one kace should be embarrassed by that can only be solved by kace in 12.0

Number of times a KB inhibited a ticket creation. 

Posted by: Hobbsy 2 weeks ago
Red Belt
0

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Whilst ITNinja is a great place to share you have to bear in mind that some of us have to make a living out of KACE (not always helped by Quest) so to publish a whole bunch of reports on here is giving away stuff that would otherwise feed my family ;o)

However…. I would say that typically every customer wants something different from a report and some of the KPI’s wanted require the SMA to be configured specifically to enable you to capture and measure those metrics.

Engaging a KACE consultant, typically means that we are able to achieve deliverables, such as reports, much quicker than trying to work it out yourself. This is particularly the case if you requirement is specific to your organisation.

Personally I started a decade ago with KACE by using the wizards to build standard reports. For example

- Tickets logged today, this week, this month

-Tickets closed today, this week, this month 

- Tickets open, sorted by log date, analyst, queue etc

It is also worth noting that engaging with a KACE consultant may mean that they have seen the requirements before, with other customers so therefore are not “reinventing the wheel” and again you get what you need quicker than doing it yourself.

Reach out let’s set up a call and discuss….



Comments:
  • Hi Hobbsy
    The KPIs I mentioned are not proprietary, not custom in any way.. these are VERY basic KPIs, industry standards, not only for IT but for any service desk. Paying for these reports is paying KACE for not completing their product. In fact, considering the years kace has been in existence, its a flat refusal to do so. They dont even fix their canned reports when the sql schema changes.

    In this day and age almost every developer is in an agile development schedule. I can tell you, that because kace is clearly not, its driving its customers away. The reason I posed this, is because I just sat in a meeting with a competing product where they boasted about their canned KPI reports. My team is chomping at the bit to move on from KACE SMA. After all my hard work, Im let down it will all be abandoned. Thus, Im trying to do what I can to provide the BASIC tools at no additional cost.. there is NO POSSIBLE WAY Id convince anyone to spend a dime on these reports or any other KACE SMA related expenditure. Im surprised that they want me to push on with new projects in our internal KACE development. So I feel for you when you say that you make a living off of these modifying the kace product, to some extent I do as well. We all do. If kace provided the BASIC tools to admin a helpdesk, trust me, YOU would greatly benefit.

    I wish my math skills were better.. and I wish I knew power bi well. I was horrified (really) when I connected power bi to KACE and found that there were near zero KPIs kept inside the DB.. they all have to be created externally.

    In fact, I dont know how much you sell your reports for, but Id be inclined to pay you out of my pocket for them.. but because you sell to corporations, Im guessing they arent exactly in the range of an 500gb SSD drive.

    Anyway, Im nearly begging for folks who dont sell their reports to please share them.

    EDIT: and ESPECIALLY, if someone has a nice dash they have done in power-bi.. please share if at all possible.. All I need is a good launch pad in power bi.. something I can tweak. - barchetta 2 weeks ago
    • Barchetta, I know its like screaming into a thunderstorm but, if we look at your list:

      Average Resolution Time - Yep Agree

      Actual Resolution Time per ticket - Yep Agree

      First Response Time - Response needs to be defined and is not industry standard

      First Contact Resolution Rate - Yep Agree

      Wait time - what at the doctors or market??? Or do you mean average time to resolve based on, say priority?? Because I agree

      Ticket Churn - Define Churn?

      Tickets Logged Per Day Compared to tickets Closed Per Day - That's what I'd call Churn....

      Repeat Visits (ticket reopening's) - You need to consider ITIL and what it says about tickets being relogged rather than reopened, but if the standard work flow in KACE is used this is fairly straightforward

      So what we can see here is an illustration of where the underlying functionality in the KACE ServiceDesk is falling short of what customers need, but is also an illustration as to how requirements of each customer are often 80% unique to that customer. - Hobbsy 2 weeks ago
      • If kace provided a basic report for these metrics in SQL, we could all tweak to our desired result. If this is not possible with sql, (which I doubt) then it needs to be done in power-bi.. an industry standard for just this sort of thing. I have reached out to you directly to see if I can justify buying these reports from my own funds. this is how bad it is. - barchetta 2 weeks ago
Posted by: Skijet09 2 weeks ago
Yellow Belt
0
We pay a lot for Kace and considering the items Barchetta mention are standard canned reports in any other Help desk software it seems odd they cant make them available at no charge. i didnt buy the product to have consltants charge me to give me basic reports. would you buy a car with no gas gauge? sure you can rely on how many miles to the gallon you "Usually" get and then track how many miles you have driven since last fill up, but would you? i am already doing RFP for a new vendor since Kace cant even integrate with teams "easily" yes there is an API but i don't want to work that hard for what others offer as part of their basic package.

Comments:
  • "am already doing RFP for a new vendor" - Same boat here unfortunately. - barchetta 2 weeks ago
  • Trust me, you are "preaching to the choir" the development of the Servicedesk in KACE has been basically mishandled by KACE for the last decade, as Quest seem to be deaf to anybody speaking the kind of Service Desk language that the rest of the world deems to be common sense.

    It makes me mad that Quest are now pushing Konference sessions such as CMDB and Patching dashboards that I have shouted for for years. The flip of that is that as the product doesn't provide the basics that any decent service delivery manager needs, you either work it our yourself or employ an experienced consultant to get you the results you need in a shorter timescale. Usually that means paying for an expensive Quest employed consultant!!

    Don't shoot the messenger, shout and complain to Quest, but also please don't minimise my experience and the value that independent consultants bring by not being willing to even engage and discuss. - Hobbsy 2 weeks ago
    • I have been finding defect after defect in kace and as a result the head of KACE SMA reached out to me and we had a 30 minute discussion. I told him based on history, I likely just wasted 30 min of my life.. but it felt good I guess. I told him if I had the funds to buy kace I would.. Id hire 5 developers and I would destroy the competition because kace has all the infrastructure solidly in place. - barchetta 2 weeks ago

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