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Reporting & Analytics

Reporting & Dashboards, Customized Reports, BI Analytics, Manager Dashboard, Business Value Dashboard (in beta), SLM, and Notifications

  • 57 Posts
  • 139 Replies
57 Posts
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Active talker
Colin BodkinActive talker
asked in Reporting & Analytics
Can BI Analytics report on Service Record Actions?

We are interested in using BI Analytics to view data on Service Record Actions.  Is this possible?

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SysAider
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Active talker
Colin BodkinActive talker
asked in Reporting & Analytics
Filter by sub-category in BI Analytics?

I am looking at the ITSM Performance Dashboard in BI Analytics and see the Category filter.  Is there a way to filter by sub-category in BI Analytics?

73
C
Active talker
Claudiosi
ClaudiosiNew SysMate
asked in Reporting & Analytics
New reports creation

Hi SysAid supportI have some reports to create within the SysAid platform, but i don’t know what filters to addDaily touched (meaning escalated to other groups)Tickets not updated for > 2 days (specific group)Individual member (tickets closed last month)Can you please adviseThank you

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SysAider
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jbruestleNew SysMate
asked in Reporting & Analytics
Request Timeframe "All Time"

When creating a report, is it a possibility to add a timeframe for request time to include all time. For example, if I want to see all active service records currently open with X Status, I am limited to custom timeframes that have to be constantly edited per report rather than a pre-coded option that states “All Time”. This would then grab from the day of report generation back to the first creation of the account or something along those lines and show any request/change/incident/problem that would fall under that timeframe in the report.The manual methodology to constantly update the date ranges to include all open items is becoming a constraining factor in our managements reporting process.

141
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SysAider
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Community Enthusiast
JarrodCommunity Enthusiast
asked in Reporting & Analytics
New Report

I have been asked if it is possible to create a report showing the time incidents have been active for. This would be broken down into different timeframes for example:Open for more than 3 monthsOpen for more than 2 months etc..Showing the number of incidents in each time period. Is this possible? I have had a look at the Timers section but not sure what needs to be setup. Any help or guidance would be great. 

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Community Enthusiast
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Reporting & Analytics
Service Requests per Request User

I am looking for a report of service requests per request user - I can’t seem to find one. I have tried creating a report but I have too many users for the charts to be useful, and when I select a tabular result I can’t group by anything. Have also tried the matrix but it only shows the first 50 users. I know I can just export everything and chart in Excel but was hoping I could generate a report from Sysaid. I am using the cloud version so don’t have access to build my own report.CheersJenny

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Community Enthusiast
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mcorbettaNew SysMate
asked in Reporting & Analytics
Report total activity time per SR

I need to create a list of SR for a Process manager with the total activity time spent on each record for that manager.I would also be able to filter on the amount of time spent on that record (ie: at least 1 hour).I tried to create a custom report but I’ve not been able to achieve this.Thank you

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C
Active talker
Colin BodkinActive talker
asked in Reporting & Analytics
Scheduled reports created by users no longer with the organization

We have a number of scheduled reports created by a user who will be leaving the organization soon.  These reports are emailed to multiple users.  When the SysAid account for the author of those reports is disabled, will the scheduled reports they created continue to be sent?  If not, what course of action is recommended?

211
gabriel.lupu
SysAider
C
Community Enthusiast
chrisisCommunity Enthusiast
asked in Reporting & Analytics
What are the defaults for Time to Repair and Time to Respond?

Our sysaid instance has had many customisations over the years, some of them good, some of them… not so good!I think both timers have been edited but I am only able to find the default setting for Time to Repair, here: Timer Forms - Timers (sysaid.com)Where can I find the default configuration for Time to Respond?Secondly, is there a way to increment a time until a condition is met, but only for the first time? For example, I want to record how long a ticket is in New status, until it changes to Triage status, and after that I want the timer to stop regardless of whether or not the status changes away from Triage.

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Community Enthusiast
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jwhite4166New SysMate
asked in Reporting & Analytics
Requesting Report and\or help

Does anyone have a report or information on how to create a report that can display all assets that are 4 years old from purchase date. Thanks

342
iulian.olaru
SysAider
R
Active talker
rdtjbrownActive talker
asked in Reporting & Analytics
Reporting - Ticket History

Hi there,I’ve been given a task to produce a report that shows how long a ticket has been in triage state before its assigned to a team to work on. Timers are not setup in this environment and we do not have a ‘Triage’ status. Ideally, I’d like to be able to report on the ‘History’ set of fields but I’m unable to add this report into a report in Analytics? Example:  

662
gabriel.lupu
SysAider
S
Active talker
SuperSalmonActive talker
asked in Reporting & Analytics
Request Time compared to Due Date

I’d like to create a graph or some kind of visual that will compare the Due Date for Requests and Incidents against ‘Today’s Date’ and state whether a ticket is within or has failed our SLAs.  Can this be done and if so, how?Many thanks,Mel S. 

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Active talker
S
Active talker
SuperSalmonActive talker
asked in Reporting & Analytics
Analytics - Dashboard

When I click on Analytics → Dashboard within SysAid, the page is blank whereas previously it was returning a number of SysAid customised dashboards. Have they inadvertently been deleted? How do I get them back? Even selecting the Design Dashboard option doesn’t return anything :(

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AlexanderChr
SysAider
S
Active talker
SuperSalmonActive talker
asked in Reporting & Analytics
List detail doesn't match graph summary

I have created a custom Dashboard for the Application Support team in our business. One of the graphs is Service Records Overview which is grouped by ‘Assigned to’. I’ve set a filter so that it only displays Assigned to=’User1’, Assigned to=’User2’ and Assigned to=’User3 (the users being names of the team in question). When clicking on ‘User1’ (cyan) to drill down into the detail, the list only returns 8 service records. All other users match perfectly. 

442
AlexanderChr
SysAider
R
roblewisNew SysMate
asked in Reporting & Analytics
Please help me with a report

I need a report showing what time of day the most tickets are created -maybe a bar chart with the hours of the day on one axis and the total number of tickets raised on the other axis, for a given time period.Is that possible, and how would i go about building it, please?Thank you

972
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E
Community Enthusiast
eluizCommunity Enthusiast
asked in Reporting & Analytics
How I show workflow steps in my Action Item Report?

I need to know in which step the update occurred in my reports. 

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E
Community Enthusiast
A
Community Enthusiast
andrewmCommunity Enthusiast
asked in Reporting & Analytics
"Approved" Action Item from Workflow - How can I see in reports?

Hello,I need to see the Data of the Approved from tickets. It seems this action item is a SysAid default. But I can’t find it in the Data tab in reports. ( maybe its called something else?) I looked in lists and field customizations and couldn’t find it there either. We need to see that the new hire ticket was approved (Yes/No) in the reports.Any help will be appreciated thank you. 

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Community Enthusiast
A
Community Enthusiast
andrewmCommunity Enthusiast
asked in Reporting & Analytics
How to make a report that grabs all of a submitted ticket details?

For auditing/Compliance purposes how would you create a report the grabs all the details in the ticket? Our audits require us to provide the full tickets details from when it was opened and by whom, who the ticket was assigned to, status, what the request details were and all the steps taken within the ticket through closure. Any direction will be appreciated Thank you. 

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Community Enthusiast
J
Community Enthusiast
jherronCommunity Enthusiast
asked in Reporting & Analytics
Report First Response

Hi everyone, I am having an issue figuring out a specific report that I am trying to create.I am trying to create a report that specifically starts a timer when a technician is assigned a ticket, to the point they send a first response. Does anyone have a report or starting point for a layout like this?I appreciate any/all responses! Thank you!

370
J
Community Enthusiast
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AnthonyDeRocheeNew SysMate
asked in Reporting & Analytics
Report on SR completions per month

Can someone explain to me how I can report on how many SRs have been closed per month?  I don’t see anything close to this in the Dashboard and I’m not getting quite what I want in my working in Reports.  Thanks,Anthony

781
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poomonster
Active talker
poomonsterActive talker
posted in Reporting & Analytics
Survey question

Hi Is it possible to put call specific tags in a question? For example, On a scale of 1 to 10, how satisfied are you with your experience with ${AssignedToFirstName}? Thanks Lee

783
poomonster
Active talker
J
jstraightNew SysMate
asked in Reporting & Analytics
Reporting Ticket Time

We are using the SysAid cloud version and I’m working on generating reports and getting them scheduled. So far, it has mostly been a breeze between the reports that came with our edition and the few that I’ve had to create. However, I need to do one that reports something along the lines of average time a ticket takes to go from new/open to closed status. Does anyone know of a report already in the system that does this? And does it take into my desk’s predefined worktimes into account? Such as if I have my times available listed as 9-5 and the ticket comes in at 430 when I open it at 9 the next day it should say that it’s only been open for 30 minutes instead of 16 hours and 30 mins. Thanks in advance.

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alin.lupascu
SysAider
C
Active talker
Colin BodkinActive talker
asked in Reporting & Analytics
Is there a way to report on when the status of a Service Record was last changed?

We are looking for a way to report on when the status (not necessarily the last modification of the SR) was last changed for a service record.  The outcome is a way to track how long service records have been in say a Pending User or Customer Responded status regardless of other notes or field changes in the service record.  Ideally, a database field dedicated to that with a timestamp of when the last status change took place.  Does something like this already exist?

1976
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Active talker
J
jsheltonNew SysMate
posted in Reporting & Analytics
Scheduling reports

can you set an asset report to run when a change is made to the "date issued" field

311
S
SysAider
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EricWComptNew SysMate
asked in Reporting & Analytics
Custom Filter for Syasid Dashboard

Hi there,I am trying to create a custom filter for one of the charts in our sysaid dashboard. I would like the filter to show the following: Priority Critical or Priority HighAnd Status 1. New or Status 2. Ready or Status 3. Open I’ve spent a good chunk of time messing with different options in the filter wizard to achieve this result but haven’t been able to get anything going.  Here’s the most recent way I’ve formatted the filter:Please let me know what changes I should make, if it’s possible. P.S. I’d love to see someone at Sysaid taking some time to make some QOL changes to this wizard, IMO it’s very unintuitive, even allowing users to type out the filter instead would be much appreciated.

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SysAider

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