Hello. My name is Isaac and I'm exploring the SysAid BI Analytics module for the first time.



I have the following questions:



-Can I change the order in which the values of a field are ordered in a chart?

Take for example, the field Priority. I see the Spanish names of the values in the order 'Very high', 'low', 'mid-to-high', 'normal', 'high' In piled up bar-charts, they are displayed in that order, which is not intuitive or friendly,.I'd naturally like them to be ordered from lowest to highest, even if that means I order the field values myself.



-Can I build my own custom sheets and charts?

For example, I would like to have an equivalent to the chart "# Open SR by Age and Priority", but have it be by Age and User, one chart for each group of users. I see in the charts containted in the sheets that I can only modify some of the fields, and bring in some of the fields, but not "just any field".



-Do I have a way to know any of the following through the BI module?:

* How many SRs are solved without need for escalation?

* How long each user kept a SR on average (before closing it or passing it off to another user)?

* How to see the number of times a Customer contacted us, as a field?

* Other escalation data in general?

* Who has each escalated SR? How many does each user have?



-Can I have access to the database itself in order to build my own queries and visualizations?



-Is there a way to share a Dashboard (with specific filtering and everything) to decision-makers without them needing to log into SysAid? I noticed I can share interactive charts via embed (it contains a link to the chart), but when I open the chart via the link shared, the filtering I do in the chart shared affects the filtering I see in Analytics itself, in real time (in other words, the shared chart is not 'read-only')... is there a way to see the interactive charts without logging in and without affecting the filterings and settings in the BI Module in SysAid itself?

(I ask because I know other BI platforms allow the sharing of interactive dashboards, so I figure there may be a way here too)





That's a lot of questions, but any answers on any of them would be welcome! Thank you very much and have a great weekend!