Reporting on - Requests->Sub-status Id & Requests->Sub-status Text

[Mark (ESC)]

Sorry, another question related to On-Hold but this time to do with reporting. 

We want to see historically each month which tickets have been affected by users being on away. (holiday)

Reporting on the following two fields only shows the status at the time when the report is run.

Requests->Sub-status Id

Requests->Sub-status Text

Is their a way to view the historical statuses applied to a ticket previously in a report ?

Thank once again.

[Victor]

6 minutes ago, Mark (ESC) said:

Is their a way to view the historical statuses applied to a ticket previously in a report ?

@Mark (ESC) no. The value is stored in a "status/sub-status" field, on requests. It is updated each time the status changes, overwriting the previous value.

What do you mean by "requests affected by users being away"?

[Mark (ESC)]

@Victor

What do you mean by "requests affected by users being away"?

Users tend to raise a ticket, and then we receive an out of office when we make our initial reply to them. "They have gone on holiday". 

These instances affect our overall KPI as it is now unlikely we can resolve this ticket within a working day, i.e. for us 9 hours.

 

I need a way to mark these tickets saying they have been out of office during the initial first 9 hornbill working hours of the ticket.

KPI statistics are done on a monthly basis, so we are not reporting everyday.

 

[Martyn Houghton]

@Mark (ESC)

Is your initial reply just a acknowledgement or asking them for more information?

We put the request on hold if we are waiting them to provide more information to allow the request to be progressed, so the SLA Timer is paused. Therefore it will stay on hold until them reply on their return.

To track the occurrences of out of office you could either manually record something under the 'Logging Category' or use a custom field on the service set with a Check Box simple list.

Cheers

Martyn

 

[Mark (ESC)]

Thanks

We have chosen to go down the custom field route, which allows us to mark an incident.

This allows us to look at the context much quicker than reading through hundred of comments within the body of the incident.