Reporting on Declined Requests

Idea created by Steve Blackburn on Aug 10, 2017
    New Idea
    Score15
    • Josh Mills
    • Gustavo Trujillo
    • Steve Blackburn

    We have been tasked with finding out which of our requests have been declined and the reason for this.

     

    As a business we have had over 143,000 requests in the 2 years we have been using Samanage so the task of manually looking would be impossible

     

    One option is to an extract and see where the resolution code has been entered as 'Aborted' but we can't be sure that this has been done in all instances

     

    What we would like is a report to be available to extract all requests that have been declined and for the report to extract 

    1. Ticket Number

    2. Resolution Code (if entered)

    3. Category

    4. Requester

    5. Comments (if possible as this can be where the reason for decline has been entered)

    6. Title of request

    7. Name of person/group that has declined the request

    8, Created Date

    9. Declined Date

     

    This would save time investigating each request

     

    Thanks

    What problem will this feature solve?:
    This would give clear numbers and patterns of requests being declined so we as a business can look at the processes involved and if changes can be made so that the correct information is provided to avoid being declined. We can also identify of the same person is declining a lot of requests so we can investigate why they are doing so.