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Showing results for tags 'servicedesk'.
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Hi All, Wondering if any of you kind individuals could help. We have been utilising Hornbill service manager now for 7 months and although I believe its a great ITSM service desk tool, the reporting is down right appalling and the advanced analytics cost is extortionate for a small team. Could anyone share their standard reporting definitions for a few basic reports, the front end is massively clunky to get used to and its proving very time consuming. I'm looking for the following but ANY would be most welcome. 1. SLA reporting by month. 2. Tickets Logged / Resolved by month. (Ticket Volume) 3. AVG Resolution times 4. Incidents caused due to change. (&How do we flag incidents as caused due to change?) 5. Individuals Performance 6. Unplanned Changes by month 7. Incident Report For Incident/problem management Best Regards Adam
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Creating Request Sub-statuses While working on an Incident Record you may want to provide a way to describe different scenarios that occur while this incident is open. This might be to describe what is currently being done to progress the incident, or possibly to display who needs to action the incident next. Hornbill Service Manager allows you to create and manage sub-statuses not only provide this type of description, but also to set if the incident should be on-hold during that time. Automation can be set up to change the sub-status based on when a customer either update the incident on Self Service or if the customer sends an update by email to the Service Desk.
