Report to monitor analyst activity

[dwalby]

Hi all,

I'm looking to create a report which monitors analyst activity and actions within Service Manager - ideally this would capture all actions undertaken by an analyst including:

• Updating requests
• Resolving request
• E-mail action within a request
• Changing request statuses
• Mailbox administration (raising requests, replying, deleting, etc.)

Any assistance on creating this would be greatly appreciated.

Thanks in advance

[Victor]

On 6/19/2018 at 8:29 AM, dwalby said:

Updating requests

 

On 6/19/2018 at 8:29 AM, dwalby said:

E-mail action within a request

 

On 6/19/2018 at 8:29 AM, dwalby said:

Changing request statuses

The information you need for these is stored in h_buz_activities

On 6/19/2018 at 8:29 AM, dwalby said:

Resolving request

The information you need for these is stored in h_itsm_requests and h_buz_activities

On 6/19/2018 at 8:29 AM, dwalby said:

Mailbox administration (raising requests, replying, deleting, etc.)

Raising requests can be obtained from h_itsm_requests and h_msg_messages ... the reply and delete not sure if possible...