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Report to monitor analyst activity


dwalby
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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

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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... 

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