Stephen.whittle Posted October 18, 2019 Share Posted October 18, 2019 I love the new Service Manager predefined reports however, when I export pie chart reports on a schedule to the document manager there percentages of each slice are not on the PDF like they are when you view in the web front-end clicking on each slice. Can these be rendered on to the exports so we don't need to calculate the percentages when viewing in the document manager via mobile app on the go? I have attached an example, having a total count at the bottom of the source type table would also be useful. Open Requests By Source - Since Go-Live.pdf Link to comment Share on other sites More sharing options...
Stephen.whittle Posted November 13, 2019 Author Share Posted November 13, 2019 @Steven Boardman Don't suppose you have had any joy with this have you? Link to comment Share on other sites More sharing options...
Steven Boardman Posted November 13, 2019 Share Posted November 13, 2019 @Stephen.whittle not as yet i'm afraid, i've asked the developers to look at the options for this. It will need a small story to enable it, and it will need to be prioritised against other stories in the queue. As it is prioritised, and scheduled we'll post updates back here. 1 Link to comment Share on other sites More sharing options...
Stephen.whittle Posted November 19, 2019 Author Share Posted November 19, 2019 Thanks @Steven Boardman I will check back here for updates then. Link to comment Share on other sites More sharing options...
Guest Posted March 23, 2020 Share Posted March 23, 2020 Just jumping on the back of this chain as my query is relating to basic reports - Could some help me create a basic monthly report that shows things like total tickets, ticket raised, resolved, showing in a nice chart of some sort Link to comment Share on other sites More sharing options...
Guest Posted March 26, 2020 Share Posted March 26, 2020 On 3/23/2020 at 12:38 PM, Shamaila said: Just jumping on the back of this chain as my query is relating to basic reports - Could some help me create a basic monthly report that shows things like total tickets, ticket raised, resolved, showing in a nice chart of some sort Any thing on this at all? Link to comment Share on other sites More sharing options...
Guest Posted March 27, 2020 Share Posted March 27, 2020 @Steven Boardman Shall i raise a new topic for this? Just jumping on the back of this chain as my query is relating to basic reports - Could some help me create a basic monthly report that shows things like total tickets, ticket raised, resolved, top 10 most logged issues showing in a nice chart of some sort etc Link to comment Share on other sites More sharing options...
Steven Boardman Posted March 27, 2020 Share Posted March 27, 2020 @Shamaila happy to provide some pointers, could you first let me know which of the Hornbill reporting options you had in mind? The Service Manager reports or the admin console reports? As a starter for 10, here is a report template which is looking at all tickets logged since the start of the current month (you can change this up to look at those raised between the start and end of the previous month in the clause builder, and then of course you can order / sort the data as you see fit - i've grouped by category as an example for you We do have the customer success team who can via expert services create reports for you, or point you to training resources if that helps - customer.success@hornbill.com This is a report from Admin Console > Apps > Service Manager reports (report definition attached) tickets-by-category-for-the-current-month.report.txt It is using the request entity, it is using the date variable on the logged date to only look at the required range, it is including columns which you can change, and is grouping and ordering by category, but you can change as you need. As it is a report in the admin tool, you can schedule this to be emailed to you or published to a document in doc manager app on your chosen interval. As mentioned above, you can tweak all attributes and create lots of varients of this, and change the date parameters to suit your needs Hope that helps, and get's you started Link to comment Share on other sites More sharing options...
Guest Posted April 1, 2020 Share Posted April 1, 2020 Is there any way @Steven Boardman you could advise how to do a report for ... how may tickets logged by a team? Link to comment Share on other sites More sharing options...
Steven Boardman Posted April 2, 2020 Share Posted April 2, 2020 @Shamaila there are various team attributes to each ticket: * Currently assigned team - Will change based on current team it is assigned too * Resolved By Team * Closed By Team There isn't a Logged by team attribute in the main request table, however there is a separate team assignments table, where you could report on the first team where there is no previous team or user Did you know which you were looking to report against? Link to comment Share on other sites More sharing options...
Guest Posted April 16, 2020 Share Posted April 16, 2020 Looking for just team based Link to comment Share on other sites More sharing options...
Steven Boardman Posted April 17, 2020 Share Posted April 17, 2020 @Shamaila I have tweaked the existing report to group by team, as shown below. This is showing the requests logged this month (irrespective of channel - portal, email, phone etc), but is showing all requests in all statuses and grouped by the teams who those requests sit with. I've added the text file which you can upload. tickets-by-team-for-the-current-month.report.txt As before you can tweak the date ranges, the conditions, the display values etc to suit your needs. Link to comment Share on other sites More sharing options...
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