Support metrics from K1000 Service Desk?
Has anyone tried to pull people performance metrics from the K1000 Service Desk? I know the base reports are time ticket open, etc, but i'm curious if anyone has tried to do something other than just open/close ticket. Basically something that is measurable and actionable to get a better gauge of who/where problems are coming from as well as the performance of staff to address those problems.
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Posted by:
chucksteel
9 years ago
Folks have posted various reports on the site to track things like work performed. I have also created reports that break things down by category, month, etc. The reporting wizard can generate some interesting reports but if you have MySQL knowledge you can create reports on almost anything as long as that data is in the database.
Posted by:
Druis
9 years ago
One of the members of this forum, Jbr32, has developed a nice graphical tool for displaying call metrics called Kace BootStrap. It can measure call and user trends.
http://www.itninja.com/blog/view/twitter-bootstrap-for-kace-service-desk
