bhavani.rao@samanage.com

Filter and Report by Incident Origin

Discussion created by bhavani.rao@samanage.com on Feb 17, 2016
Latest reply on Feb 2, 2017 by Alex Hess

We are excited to announce a new feature based on user feedback. You can now filter and report on incidents by origin. Incidents are entered through various channels or "originate" via Web, Portal, System, Email, API, Mobile, Scheduled or Salesforce chatter/private message.

 

How can this help you do a better job?

 

This feature allows you to identify how incidents were created and evaluate your efficacy. As an example, If the goal is to encourage users to submit incidents through the portal rather than through a call center, then you can filter on incident origin and evaluate if the number of incidents created by customer agents is decreasing.

 

Filtering Incidents by Origin

 

Start by navigating to Service Desk/Incidents and clicking the wrench icon in screenshot below.

 

 

Then check "Incident Origin" and click the update view button at the bottom of Customize View in the pop-up dialog.

 

 

Now click on "Add Filter" and in the criteria drop down box, select "Incident Origin". Then in the filter drop down box, choose one of the following: Mail, Web, Portal, etc. - as shown below. Then click apply to see your filter in action.

 

 

Creating Incident Origin Reports

 

There are two criteria for creating reports; the "Origin" drop down box and the "Group By" drop down box. Start by navigating to Reports/Incidents. To create the report, click the "Origin" drop down box and select (All, Web, Portal, System, etc). Click apply changes as shown below.

 

 

Incidents can also be grouped by origin. To do so, click the "Group By" drop down box and select "Origin". Click apply changes as shown below.

 

 

At your service,

 

The Samanage Team

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