Reporting on customers updating requests via self-service

[Ann]

Morning

Please would it be possible for some help regarding Reporting again.  Is it possible of a way to report on a customer who updates a call via self service please?  Is it also possible to report using a tag?  Thank you.

Kind Regards

Ann

[Ann]

Morning

Please would it be possible for someone to advise if we are able to report on a customer who updates a call via self service in Service Manager please?

[Deen]

Do you want to see only those updates that have specifically been done via the Self service?

[Ann]

Hi Deen

Thank you.  Yes and no, We would like to report on how many times a customer uses self service to update a call.  We would also like to know when a call has been updated via email or auto responder.  Thank you.

[Ann]

Hi.  Please would it be possible for an update on the above query?

[Victor]

@Ann

Sorry for the late replies ... Trying to make sure I have the right understanding of what you are trying to achieve:

Is it that you want a report with requests and for each request you need to know the following:

• all entries where the customer update that request via portal
• all entries where the customer updated that request via email (manual or autoresponder)

Or is it from customer perspective, where for each customer you want to know

• all entries where the customer update a request via portal
• all entries where the customer updated a request via email (manual or autoresponder)

If you have one or two examples on how the report would look like that would help us understanding and advising on possible solutions  

[Ann]

Afternoon Victor

Hope you are safe and well. Thank you for responding. 

In short, both options would be amazing.

Ultimately , what we need to be able to report on is how many customers update a request via self service or email, that has then prevented a call to the service desk. So we would need to be able to filter on the date the update was made on the request, not the request date itself. Hope that makes sense.

Kind Regards

Ann

[Victor]

@Ann 

All good here. Hope you are also safe and well

Ok.. I can see two possible reports then

• a list of requests with count on each request of how many times the customer provided an update via self-service
• a list of customers with count on each customer how many times they provided an update via self-service (this will require additional filtering/grouping, I think, like, requests or period of time)

Would any of this be what you are looking for?

[Ann]

Morning Victor

Yes both of these would be great please.  Thank you.

Kind Regards

Ann

[Victor]

@Ann I need to check a few things with our development team re these reports then I'll get back to you. Please bear with me.

[Ann]

Thank you, it is very much appreciated.

 

[Ann]

Morning

Hope you are safe and well.  Please would it be possible for an update on the above matter?  Thank you.

Kind Regards

Ann

[Victor]

@Ann sory for the delayed reply. It is possible to build a report based on the following SQL query. 

SELECT h_pk_reference, COUNT(h_pk_reference) FROM h_itsm_requests
JOIN h_buz_activities ON h_buz_activities.h_target = h_itsm_requests.h_activity_stream_id 
WHERE h_actor LIKE 'urn:sys:contact:%'
GROUP BY h_pk_reference

I have created a report based on this query you can upload it in your instance and have a look at how it works and if it gives you the information you wanted. Please note this does not counts for comments made by a customer on a timeline post, only posts created by them (as a separate distinct timeline entry on the request timeline)

customer-updates-on-requests-via-self-service-portal.report.txt