AnsweredAssumed Answered

Reporting on incidents

Question asked by bob.marvin@maines.net on Dec 20, 2016
Latest reply on Jan 17, 2017 by melody.gay@samanage.com

To date, the reporting feature doesn't make any sense to me. For example, I just ran a report for incident throughput, added a date range, and added 4 assignees whom I wanted to report on. I wanted to know the total number of new issues, existing issues, issues closed, and open in the queue. While at first the report looked like it worked, here are the numbers:

 

39 Open incidents at beginning of timeframe

309 Incidents created during timeframe

361 Incidents closed during timeframe

16 Remaining incidents at end of timeframe

 

How does this math work? Here are the other numbers from the other assignees selected:

 

8 Open incidents at beginning of timeframe

234 Incidents created during timeframe

260 Incidents closed during timeframe

8 Remaining incidents at end of timeframe

 

24 Open incidents at beginning of timeframe

220 Incidents created during timeframe

239 Incidents closed during timeframe

23 Remaining incidents at end of timeframe

 

31 Open incidents at beginning of timeframe

82 Incidents created during timeframe

96 Incidents closed during timeframe

26 Remaining incidents at end of timeframe

 

Do these numbers make sense to anyone, or has anyone found a report that actually generates this type of data and can be emailed to management? So far, I've found nothing that shows the amount of work being done by the Help Desk assignees. Amount of work input with amount of work being completed on a weekly basis for each staff member. ????

Outcomes