Reporting on 'Actions' for admin side

[Jim]

Hi, 

 

I have a report which uses the buz_activities table to see actions completed by analysts, this doesn't seem to how anything done on the admin side of the system such as saves to capture forms or processes, user accounts etc? 

 

in addition to this is there anyway of viewing footprints if something is just viewed but no action taken? 

 

Thanks for any help

[Steve Giller]

45 minutes ago, Jim said:

this doesn't seem to how anything done on the admin side of the system

h_buz_activities primarily stores Timeline updates, it is not a detailed audit trail of User activities. It is also not an optimised table and we recommend that you avoid running reports against it.

45 minutes ago, Jim said:

is there anyway of viewing footprints if something is just viewed but no action taken

This sounds like you're wanting to view page impressions - this is not something that Hornbill tracks.

 

If you can detail what you are wanting to record and the business case(s) for doing so one of our specialists may be able to assist, or members of the Hornbill Community may be able to share their methods.

[Jim]

Hi @Steve Giller

 

I would like to create a chart/report showing actions completed by the service desk by week. This is something our Service Desk manager has asked for to report on performance, The request list only has 'Last Updated By' and not a general updated by that I would of hoped to use for this

 

Thank you for any assistance

[Steve Giller]

This sounds like the kind of thing you'd want to use Timesheet Manager to track.
With TS you can add a Time to most (if not all) actions and Managers can view the details of their Team's Timesheets.

[Jim]

Hi @Steve Giller, 

 

I will look into it however it doesn't seem like the direction we would want to go as we don't use the timesheets on Hornbill, In support works we used to have a 'touch report' which showed anything an analyst had either updated, assigned, resolved etc within a given time period. 

The h_buz_activities seems to provide what we want however I can't add a chart to the personal dashboards with this. When going into a request the data does exist it's just we are unable to access it from a request list view so I would need to put this chart in the advanced analytics dashboards so they won't all be in the same place

 

[Jim]

Is there anyway at all to make the time spent automated upon actioning? or set a default time spent on all actions? at first glance if it's not automated or enforced on all actions I would question the integrity of the report on time sheets