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Showing results for tags 'service desk'.
Hi All, I believe the following is a BUG but there doesn't appear to be the option to log this in the service portal. I have created two charts based on a request view in service manager, when previewing the charts the data's correct, when viewing them in the dashboard vie the data does not seem to reflect the criteria set against the view. The problem seems to be using the "Raised On" condition, if this is set to "Previous Month" it doesn't work, if set to last 30 days it works. Its very odd. Screenshots shown below, View Criteria: (Returns 94 total requests) Chart Preview (Shows 94 requests correctly): Dashboard View: Shows incorrect data, there should only be 94 requests in total but the following is showing 363, when the segments of the chart are clicked, the drill down data is correct. as an example, there is currently 1 request in "Not Set" not 13.
I am trying to identify the permissions required to give a team leader who does not have full administration privileges, access to the Service Manager > Configuration options, in particular the Service Desk option, so that they can update a team as to whom is to be excluded from the request assignment. Is there an existing application right for this? Cheers Martyn
Hi guys, I don't know if ti is a known issue or if you are aware of this but I am having troubles with my reporting regarding SLAs and performances. Indeed, the fields h_responsetime and h_fixtime in the requests table do not seem to match what I can see on screen. For example, here is my request: And what I have in the database for that same request: As you can see, none of the values match what is on screen... One common denominator in pretty all of the similar cases is that the priority and the SLA was changed at some point during the life of the requests. Any idea on: Is it an issue? Are you aware of it? Where does the screen gets its data from? Which table should I query to get the correct data for my report? Thanks in advance for your help.